The Role
This is a build-from-the-ground-up role within B2X’s Retail Automation practice, owning the onsite infrastructure behind our ESL, camera, and commercial display installation programs across the US.As Senior Service Delivery Manager, you will design, build, and continuously optimise a national 3rd-party installer network; sourcing, qualifying, activating, and managing installation partners to deliver fast, reliable, scalable coverage nationwide.
You will own installation quality, SLA performance, and network coverage end-to-end, balancing speed and scalability with the governance, compliance, and quality standards B2X’s clients and OEM partners expect.
Your Responsibilities
Installer network & onsite infrastructure
- Design, build, and continuously optimise a national 3rd-party installer network capable of delivering ESL, camera, and commercial display installations at scale
- Own the sourcing, vetting, onboarding, and performance management of installation partners and thier field technicians
- Establish and maintain the onsite infrastructure, tooling, and processes required for consistent, high-quality installation delivery across a distributed partner network
- Develop scalable scheduling, dispatch, and job allocation processes that maximise coverage, responsiveness, and cost efficiency
Service delivery performance
- Own installation quality, SLA adherence, and first-time-fix rates across the installer network
- Monitor and report on installer network performance — capacity, coverage, cost-per-install, quality, and customer satisfaction
- Proactively identify coverage gaps or network risk and take corrective action ahead of client impact
- Act as the escalation point for onsite service delivery issues, resolving them swiftly
Governance, compliance & continuous improvement
- Establish clear installer agreements, insurance, safety, and compliance standards across the network
- Partner with commercial and legal teams on installer/partner contract structures and terms
- Build and maintain installer training, certification, and quality assurance programs
- Continuously refine processes and playbooks as the network and delivery model matures
What We Expect From You
- Build a nationwide installer network that is reliable, scalable, and cost-effective
- Scale installation capacity in line with pilot and project demand without compromising quality
- Maintain strong SLA performance and installation quality across a distributed workforce
- Be a hands-on operator — comfortable building infrastructure and processes from the ground up
- Apply honesty, initiative, flexibility, and confidentiality in everything you do
Your Profile
Required
- 5+ years of experience in field service delivery, installation network management, or workforce operations, ideally within retail technology, telecoms, or a similar field-services industry
- Proven track record building or managing a 3rd-party installer or field technician network at scale
- Experience with, or strong interest in, gig-economy/on-demand workforce models and the platforms that support them
- Strong understanding of onsite installation infrastructure for technology deployments — ESL, camera, or commercial display installation experience preferred
- Excellent vendor/partner management, negotiation, and performance management skills
- Comfortable working autonomously in a remote-first environment, with significant domestic US travel to sites and partner locations
Preferred
- Experience with field service/workforce management platforms (e.g. job dispatch, scheduling, credentialing tools)
- Background in retail technology rollout, telecoms installation, or last-mile/field services
- Experience building installer certification, quality assurance, or compliance programs
Location
USAWhat We Offer
- A high-visibility, build-from-scratch role shaping B2X’s US field delivery model
- Direct influence over how B2X scales Retail Automation installation capacity nationally
- Competitive base salary + performance bonus + benefits