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.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
