Senior Director, Field Service

Multi-function / multi-region leader

Career Explorer · Customer Success, Support & Services · Field Service Management

M4 · Senior DirectorIndividual contributorSenior Director

Standard where organizational scale supports the level

What the role involves

Autonomy: Large department / multiple portfolios
Scope: Large department / multiple portfolios
Time horizon: 2-3 years
Expertise and judgement: Integrates functions, shapes enterprise decisions, builds leadership pipeline
Expected impact: Large-scale transformation and business results

Expected skills (19)

Grouped as human, professional and technical. Target proficiency uses the P1–P5 scale, and each row says what that level means for that particular skill.

Human (12)

Skill	Importance	Target	What that level looks like
Coaching Collaboration & Leadership	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Decision making Thinking & Judgment	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Delegation Collaboration & Leadership	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Executive communication Communication & Influence	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Feedback delivery Collaboration & Leadership	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Risk judgment Thinking & Judgment	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Stakeholder management Communication & Influence	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Strategic thinking Thinking & Judgment	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Talent development Collaboration & Leadership	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Conflict resolution Communication & Influence	Supporting	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Inclusive leadership Collaboration & Leadership	Supporting	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Technical documentation discipline Operational Human Skills	Supporting	P4	Models and institutionalizes Technical documentation discipline across teams.

Professional (6)

Skill	Importance	Target	What that level looks like
Business acumen Business & Strategy	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Financial acumen Business & Strategy	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Performance management Business & Strategy	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Customer escalation management Customer Operations & Contact Centers	Supporting	P4	Sets cross-team standards and governance for Customer escalation management, integrating risk, metrics and stakeholder needs.
Resource management Program, Risk & Sustainability	Supporting	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Service parts logistics Supply Chain, Logistics & Trade	Supporting	P4	Sets cross-team standards and governance for Service parts logistics, integrating risk, metrics and stakeholder needs.

Technical (1)

Skill	Importance	Target	What that level looks like
Equipment troubleshooting Manufacturing Systems & Automation	Supporting	P4	Designs standards/approaches for Equipment troubleshooting, leads cross-team implementation and mentors practitioners.

Career ladder

Reached from

Director, Field ServiceM3

Next steps

AVP / Head of Field ServiceM5Management promotion
Move into a major function/geography executive layer; translate enterprise strategy into a broad operating domain and own strategic outcomes.

People management requires sustained evidence of coaching, performance management, staffing judgment and organizational leadership - not simply greater individual expertise.

What changes to advance

Move into a major function/geography executive layer; translate enterprise strategy into a broad operating domain and own strategic outcomes.

Source: PROCOMER FTZ benchmark; SFIA; PMI · MF315-M4