Job Summary
12-15+ years of IT Infrastructure and End User Support experience with at least 5+ years managing field support operations across multiple locations within North America.
Responsibilities
The Regional Service Manager Field Support Manager North America is responsible for leading and governing onsite support services across all North American locations. The role serves as the primary operational leader for Field Support delivery ensuring consistent service quality SLA achievement vendor governance workforce management and customer satisfaction.
The individual acts as the bridge between global field support leadership and local delivery teams coordinating onsite resources regional vendors plant support personnel and business stakeholders to ensure reliable and efficient workplace support services. The role aligns with the regional field support governance model reporting into the Global Field Support Manager.
Regional Service Delivery
Lead delivery of Field Support services across North America.
Ensure consistent support for office locations manufacturing sites distribution centers and remote facilities.
Own regional service performance against contracted SLAs and KPIs.
Drive operational excellence and service consistency across all supported locations.
Coordinate response and resolution activities for high-priority incidents impacting business operations.
Vendor & Workforce Management
Manage regional field support vendors and partner organizations.
Oversee staffing plans resource allocation scheduling and workforce optimization.
Conduct vendor performance reviews and governance meetings.
Ensure proper coverage across all supported locations.
Drive accountability for service quality and contractual commitments.
Site Operations Management
Support plant manufacturing and office operations requiring onsite technical assistance.
Ensure smart-hands support for infrastructure workplace technologies collaboration systems and endpoint devices.
Coordinate field technician dispatches and local support resources.
Govern asset deployment refresh programs and lifecycle activities.
Customer & Stakeholder Management
Serve as primary regional escalation point for Field Support services.
Build strong relationships with plant leadership business stakeholders and IT leadership teams.
Participate in service reviews governance meetings and operational discussions.
Proactively communicate service risks issues and improvement plans.
Incident & Escalation Management
Lead regional response for critical and major incidents.
Coordinate cross-functional teams during outage situations.
Escalate systemic issues to Global Field Support leadership.
Conduct root cause reviews and follow-up remediation activities.
Continuous Service Improvement
Drive productivity and efficiency improvements across regional operations.
Identify automation and self-service opportunities.
Implement best practices and operational standards.
Support transformation and modernization initiatives led by global leadership.
Financial Management
Manage regional operational budgets.
Monitor vendor costs and resource utilization.
Support forecasting and financial planning activities.
Identify opportunities for cost optimization without impacting service quality.
Certifications Required
Bachelors Degree in Information Technology Computer Science Engineering or related field.
12-15+ years of IT Infrastructure or Workplace Services experience.
5+ years managing regional Field Supp
The Salary for this position will be 119,000 TO 139500 yearly depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Medical/Dental/Vision/Life Insurance
Paid holidays plus Paid Time Off
401(k) plan and contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan
Disclaimer: The compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
