What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating many opportunities for people like YOU — people with an entrepreneurial spirit who want to make a difference in this world.
At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, more innovative, and successful. Moreover, this is your chance to be part of the success story.
Position Summary
Regional Service Manager (APAC) is responsible for overseeing and managing service operations across the Asia-Pacific region. This role involves ensuring the delivery of high-quality service to customers, optimizing service processes, and leading a team of service professionals. The Regional Service Manager will work closely with other departments to align service strategies with overall business objectives and drive customer satisfaction.
Mandatory Skills
- Proven experience in managing IT infrastructure and software development projects.
- Strong knowledge of IT service management (ITSM) processes and tools, particularly ServiceNow.
- Excellent project management skills, with the ability to manage multiple projects simultaneously.
- Strong communication and interpersonal skills, with the ability to engage with customer stakeholders and present proposals effectively.
- Knowledge of regulatory and security requirements related to IT operations.
Roles And Responsibilities
- Regional IT Infrastructure Management: Oversee the organization's regional IT infrastructure, ensuring it is secure, efficient, and scalable. This includes managing hardware, software, applications, and network systems.
- Business Relationship Management: Establish and maintain relationships with business units to manage all IT operations and projects for the respective region/location.
- Comprehensive IT Operations Management: Manage all end-to-end IT operations related to infrastructure, applications, and security issues.
- Change and Incident Management: Coordinate and manage all changes, major incidents, and in-projects for the region in collaboration with business and Cognizant stakeholders.
- Software Development Oversight: Oversee the development and implementation of software applications that meet the organization's needs. This involves coordinating with development teams, managing project timelines, and ensuring application quality.
- IT Service Management Metrics: Monitor and analyze IT service management metrics to identify trends, improve service delivery, and optimize resource allocation. Utilize tools like ServiceNow to track performance and ensure compliance with SLAs.
- Service Management Office: Establish and maintain a service management office to support IT governance, service catalog management, and hardware and software asset management. Enable ITSM processes and ensure compliance with industry standards.
- Customer Stakeholder Engagement: Engage with customer stakeholders to understand new business requirements, communicate these through Cognizant leadership, and develop high-level proposal decks outlining project outcomes, costs, and types (managed services or time and material). Present these to customers for initial approval and secure formal work orders.
- Policy and Procedure Development: Develop and implement policies and procedures to ensure IT operations comply with regulatory and security requirements.
- Operational Challenges: Discuss, track, and resolve any operational challenges that may have arisen. This includes identifying bottlenecks, addressing escalations, and ensuring all service levels are met.
- Service Performance Metrics: Review key performance metrics such as ticket inflow, resolution trends, and backlog analysis. This helps monitor the overall health of the service and identify areas for improvement.
- Incident and Problem Management: Discuss the status of incidents and problems, including any high-priority issues (P1/P2) and their resolution actions. Ensure critical issues are addressed promptly and effectively.
- Change Management: Supervise upcoming changes for the week, participate in CAB meetings, and manage both the pre-implementation and post-implementation phases.
Salary Range: >$100,000
Date of Posting: 11th April 2025
Next Steps: If you feel this opportunity suits you, or Cognizant is the type of organization you would like to join, we want to have a conversation with you! Please apply directly with us.
For a complete list of open opportunities with Cognizant, visit http://www.cognizant.com/careers. Cognizant is committed to providing Equal Employment Opportunities. Successful candidates will be required to undergo a background check.
La communauté Cognizant :
Nous sommes une équipe de professionnels dont les membres s'apprécient et se soutiennent mutuellement. Nos collaborateurs sont les garants d'un lieu de travail dynamique, collaboratif et inclusif où chacun peut s'épanouir.
- Cognizant est une communauté mondiale qui compte plus de 300 000+ collaborateurs dans le monde entier.
- Nous ne nous contentons pas de rêver de façons idéales, nous apportons des améliorations concrêtes
- Nous prenons soin de nos collaborateurs, de nos clients, de notre entreprise, de nos communautés et du climat, en faisant ce qui est juste.
- Nous favorisons un environnement innovant où vous pouvez construire le plan de carrière qui vous convient.
À propos de nous :
Cognizant est l’un des leaders mondiaux des services professionnels. Nous transformons les modèles commerciaux, opérationnels et technologiques de nos clients pour les adapter à l’ère numérique. Notre approche consultative, basée sur une connaissance sectorielle, aide nos clients à concevoir, développer et gérer des entreprises plus innovantes et plus efficaces. Basée aux États-Unis, Cognizant (membre du NASDAQ-100 et l’un des meilleurs employeurs du monde en 2024 selon Forbes) figure régulièrement parmi les entreprises les plus admirées au monde. Découvrez comment Cognizant aide ses clients à garder une longueur d’avance grâce au numérique sur le site www.cognizant.com.
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, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
Mentions légales :
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Les candidats peuvent être invités à participer à des entretiens en face à face ou par vidéoconférence. En outre, les candidats peuvent être amenés à présenter une carte d'identité valide lors de chaque entretien.