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.
About us
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world.
Learn how Cognizant helps clients lead with digital at www.cognizant.com.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high-caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or apply, please email [email protected] with your request and contact information.
Disclaimer:
Compensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview.