Regional Service Manager

2 weeks ago

Singapore Cognizant Full time

Key Focus


Deliver Field Services Transition Projects and Programs and steady state delivery in line with recognized IT best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting).


Role Responsibilities

  • Act as the central liaison for all transition and FS delivery activities for customer
  • Transition EUC and Field Service from External Customers and/or Incumbents for Service being delivered by the FS tower
  • Subject matter expert on End User Computing, Field Services and Third Party Partner Management that are also supplying these services and resources for Client
  • When requested perform analysis of customer RFP and Service Requirements with the Sales teams in Presales Stage to help create a solution offering EUC and Field services to the customer.
  • Analysis of Service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements.
  • Creation and review of required SLA's, KPI's, Service Credit Penalties.
  • Creation of Statement of Work Documents outlining Service Requirements that will be shared with our partners outlining the EUC and FSO support requirements.
  • Customer solution discussions and Presentations on Service Capabilities of clients in EUC & Field Services.
  • Planning and Preparation of IT Process Knowledge Transfer from the customer to client on EUC and Field Services processes.
  • Create Process Document of current service for the customer and Partner.
  • Re-Design of current Service as per the new requirements.
  • Manage Risks, Issues and action logs and obtain customer sign offs.
  • Manage regional resources and Team Leads assigned to Field Services Delivery
  • Plan Resource Training Plans.
  • Work closely with our Third Party Partner Network and manage service provided and relationships.
  • Understanding of Desk side Support Management duties and process
  • Understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
  • Strong Customer Relationship Management
  • Strong Vendor Relationship Management
  • Project Management of work stream
  • Strong understanding and skills in SLA, KPI Management
  • Review with the Delivery Managers and other stakeholders
  • Periodic reviews with Customer and Vendors
  • Review and approve vendor invoices for payment
  • MIS and Reporting.

Skills and Expertise

  • Min 57yrs relevant working experience is required
  • Ensure Management of Full Time or Dispatch Engineers at various locations in the region via documented process to our Delivery and Partners.
  • Should have handled Transition and transformation projects in the EUC and Field Services domain.
  • Should have knowledge on Service Desk operation and tools
  • Understand Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.
  • Should have knowledge on contract handling and execution
  • Good graps of ticketing tools
  • Should have knowledge and experience on partner management and relationship handling
  • Taking ownership of issues through to resolution on all appropriate requests.
  • This position requires the ability to work in a projectbased environment requiring flexibility and teamwork. Performs other duties as assigned.

TECHNICAL SKILLS:

  • Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements
  • Desktops, Laptops, Printers, Handhelds, Smartphone etc.
  • Effective communication Skills

BUSINESS SKILLS:

  • Management of the Region
  • Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
  • Strong International partner network and knowledge
  • Extensive knowledge in outsourcing and managed services
  • Highly proactive solution driven approach
  • Expert in escalation management
  • Interpersonal and negotiating skills.
  • People development, managing, motivating and team building.
  • Problem solving and root cause analysis.
  • Developing, reviewing, and refining business processes and procedures
  • Networking and building relationships (internal and external)
  • Understand the cost to deliver and ownership of cost.
  • Being visible to customer and internal teams. Presentation skills

Employee Status :
Full Time Employee

Shift :
Day Job

Travel :
No

Job Posting :
Mar

About Cognizant

Job ID COGNGLOBAL

  • Regional Service Manager

    2 weeks ago

    Singapore KRYPTONDATA TECHNOLOGY PTE. LTD. Full time

    Responsibilities:Responsible for the construction of regional service technology system, after-sales team management and product problem management.Responsible for regional after-sales service network management and construction.Lead the regional team to orderly carry out product repair, maintenance, technical improvement and upgrade, software version...

  • IT Manager, Regional IT Client Services

    1 month ago

    Singapore NIPPON SANSO HOLDINGS SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesYou will be working in Nippon Sanso Holdings Singapore company, part of the Nippon Sanso Holdings parent company. You will be reporting to the regional SEA+I IT & IS Senior Manager.You will be responsible for leading the local IT teams across the SEA+I region to deliver exceptional IT client services to our group companies.You will be...

  • Regional Cargo Services Manager

    4 weeks ago

    Singapore CATHAY PACIFIC AIRWAYS LIMITED Full time

    Roles & ResponsibilitiesTo lead on and support Cargo Services in executing the corporate strategy and various initiatives relating to cargo services and delivery.To drive operational excellence and service delivery by partnering with regional stakeholders to provide clarity, guidance and support on the set performance targets and established matrix.To serve...

  • IT Manager, Regional IT Client Services

    2 weeks ago

    Singapore Cadmus Resources Full time

    Japanese Industrial Gas MNC:- Orchestrate and Lead Local IT Teams: Opportunity for Career Growth Responsibilities Working with Regional and Local teams to deliver quality and secure IT services that are aligned with local business needs and meet regulatory and legislative requirements. Responsible for high quality, consistently clear and regular...

  • Regional Cargo Services Manager

    4 weeks ago

    Singapore Cathay Pacific Full time

    Company DescriptionLet your passion fly! We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for...

  • Regional Cargo Services Manager

    1 month ago

    Singapore Cathay Pacific Full time

    Company DescriptionLet your passion fly! We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for...

  • Regional Cargo Services Manager

    1 month ago

    Singapore Cathay Pacific Full time

    Company DescriptionLet your passion fly We're proud to be one of the world's leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that's straight from the heart. All of this is possible due to our talented people who share our passion for aviation...

  • Regional Cargo Services Manager

    4 weeks ago

    Singapore Cathay Pacific Full time

    Company DescriptionLet your passion fly We're proud to be one of the world's leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that's straight from the heart. All of this is possible due to our talented people who share our passion for aviation...

  • Regional Client Servicing Manager

    2 weeks ago

    Singapore Page Personnel Full time

    Leading MNC in Engineering Industry Internal Growth OpportunitiesAbout Our Client:My client is a leading global provider of connectivity solutions, specialising in industrial connectors, device connectivity, and network components. With a focus on innovation and reliability, my client seeks tailored client servicing solutions to meet the diverse needs of its...

  • Guest Service Manager

    2 months ago

    Singapore SEAMEO REGIONAL LANGUAGE CENTRE Full time

    Roles & ResponsibilitiesJob Description: Manage the daily operations of the front office to ensure efficient functioning of the team Responsible for coaching Front Office team members to ensure services rendered are effective, efficient and comply with the Hotel’s standard Develop operations plans and monitor room inventory Collaborate with various...

  • Regional IT Service Manager

    2 weeks ago

    Singapore SAGL CONSULTING PTE. LTD. Full time

    Overview:Responsibilities: Drive growth of regional products, aligning strategies with business objectives. Lead digital transformation through the P2P initiative, reshaping services into productoriented models. Identify and assess the feasibility of transforming departmental services into productoriented setups. Implement standards and guidelines for...

  • Intern, Regional Marketing

    2 weeks ago

    Singapore ROHDE & SCHWARZ REGIONAL HEADQUARTERS SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesTask: This intern supports the regional marketing team in digital marketing, social media, and marketing operations.Responsibilities:Digital marketing and social media Processing marketing leads Marketing database cleansing, validation and maintenance Generate analytics reports for social ads and marketing activity Assist the team in...

  • Intern, Regional Marketing

    4 weeks ago

    Singapore ROHDE & SCHWARZ REGIONAL HEADQUARTERS SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesTask: This intern supports the regional marketing team in digital marketing, social media, and marketing operations.Responsibilities: Digital marketing and social media Processing marketing leads Marketing database cleansing, validation and maintenance Generate analytics reports for social ads and marketing activity Assist the...

  • Regional Manager, Digital Services

    2 weeks ago

    Singapore Ninja Van Full time

    Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000...

  • Regional Service Quality Manager

    2 weeks ago

    Singapore SAMSUNG ASIA PTE. LTD. Full time

    Roles & ResponsibilitiesPrimary Responsibilities and Key Roles: Enhance endtoend customer journey through:Customer feedback management (VOCs, Service audits, Data analysis & insights, etc.) Active engagement of relevant stakeholders to address customer pain points Ownership of Service Recovery guidelines to empower front liners to resolve customer issues...

  • Regional Service Engineer

    2 weeks ago

    Singapore PERSOLKELLY Singapore Full time

    RESPONSIBILITIES Attend and resolve field escalations from Regional offices and Business Partners. Keep constant communication for field service matters. Escalate to HQ for unresolved cases, liaise between Regional offices and Business Partners and HQ for service matters. Download, digest and distribute Service Information/Bulletins to Regional offices and...

  • Regional Client Service Manager

    2 weeks ago

    Singapore HSBC Full time

    Some careers have more impact than others.If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.HSBC Commercial Banking...

  • Regional IT Manager

    2 weeks ago

    Singapore LVMH FRAGRANCES AND COSMETICS (SINGAPORE) PTE LTD Full time

    Position Overview:The IT Regional manager is in charge of maintaining all information technology strategies by not only managing staff, but also researching and implementing technological strategic solutions in the region.Principal Duties and Responsibilities: Manage the existing running IT regional systems and infrastructure in Asia ensuring that Business...

  • Regional Service Engineer

    1 month ago

    Singapore SHIMADZU (ASIA PACIFIC) PTE LTD Full time

    Roles & ResponsibilitiesJob Description Responsible for installation, maintenance, troubleshooting and repairing of MALDI and TOF systems. Manage technical service matters including but limited to warranty claims from customers. Provide technical solutions and expertise to support regional partners' engineers via both onsite and remote modes. Other...

  • Regional IT Manager

    2 weeks ago

    Singapore TRUST RECRUIT PTE. LTD. Full time

    Work with Regional and Local teams to deliver quality and secure IT services that meet local business needs and regulations. Communicate regularly to promote the technology department and its services. Lead local IT teams to function as a single, highperforming unit. Collaborate with vendors to manage costeffective IT services. Track performance metrics for...