About the role
As a Regional Service Manager, you will make an impact by leading Field Services operations across your assigned region, owning regional service delivery, operational performance, customer satisfaction, and site support governance. You will be a valued member of the Regional IT Services team and work collaboratively with business leaders, plant management teams, regional service providers, and global IT organizations.
In this role, you will
- Own end-to-end service delivery for Field Services across the region, ensuring achievement of SLA, KPI, and CSAT targets across corporate offices, manufacturing plants, distribution centers, and warehouses.
- Partner with plant leadership and manufacturing operations teams to ensure uninterrupted IT support for critical production environments, own incident escalation for plant-critical disruptions, and drive site reliability and operational continuity.
- Lead and develop regional teams of Site Leads, Desktop Engineers, Plant IT Specialists, and Field Service Analysts through coaching, mentoring, performance management, workforce planning, and succession planning.
- Serve as the primary IT contact for regional business leaders, plant managers, and senior stakeholders, leading operational governance meetings, service reviews, and executive communications.
- Drive service improvement and workplace transformation initiatives, identify automation opportunities, ensure adherence to ITIL processes, and manage regional vendors, budgeting, forecasting, and cost optimization.
Work model
At Cognizant, we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position requiring 3 days a week in a client or Cognizant office in Buenos Aires, Argentina. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you need to have to be considered
- Bachelor's Degree in Computer Science, Information Technology, Engineering, Information Systems, or a related discipline.
- 10+ years of experience in IT Infrastructure Services, Field Support, Plant IT, End User Computing, or Service Delivery Management, including 4+ years of leadership experience managing geographically distributed support teams.
- Experience supporting manufacturing, industrial, food processing, logistics, warehouse, or large enterprise environments.
- Strong understanding of Desktop Support Operations, End User Computing, Field Services Management, Plant IT Operations, Asset Lifecycle Management, Service Desk Integration, and ITSM processes.
- Native Spanish, advanced English, and advanced Portuguese language proficiency.
These will help you stand out
- Experience driving service improvement initiatives and workplace transformation programs in large, geographically distributed organizations.
- Proven ability to identify and implement automation opportunities to improve service efficiency and reduce support costs.
- Hands-on experience managing third-party service providers, local outsourcing partners, and vendor contractual commitments.
- Experience coordinating operational technology (OT) support within manufacturing or plant environments.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
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.
