Field Services Manager

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Excellent opportunity for Field Services Manager to be part of our Cloud Infrastructure & Security services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, Dev Ops, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.

• Participate in EUC Field Service transition activies
• Assist and be part of Knowledge gathering and documentation from External Customers and/or Incumbents
• Analysis of Service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements.
• Due Diligence with customer prior to RFP & BAFO submissions.
• Attend Customer agreed locations to collect all customer processes relating to current delivery of Services around EUC & Field Services.
• Create Process Document of current service for the customer and Partner.
• Work closely with our Third Party Partner
• Understanding of Desk side Support duties and process
• Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
• Strong Customer Relationship skills
• Strong Vendor Relationship skills
• Strong cross tower relationship skills
• Project Management of your work stream
• Active management and coordination of workload in the region
• Review of open and assigned tickets as directed by the tower lead
• Assist delivery lead in reviewing and verifying vendor invoices
• When required assist delivery lead in generating customer invoices
• Strong understanding and skills in SLA, KPI Management
• Review with the Delivery Managers and other internal departments
• MIS and Reporting

• Ensure Management of Full Time or Dispatch Engineers at various locations in the region via documented process to our Delivery and Partners.
• Should have participated in Transition and transformation projects in the EUC and Field Services domain.
• Should have knowledge on Service Desk operation and tools
• Good grasp of ticketing tools
• Understand Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.
• Should have knowledge on MS Office and Microsoft project
• Taking ownership of issues through to resolution on all appropriate requests.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

• Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications i.e. Office. Again this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.
• Effective communication in English mandatory, any local languages or one of European Language is favorable.

• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
• Knowledge of in outsourcing and managed services
• Highly proactive solution driven approach
• Expert in escalation management
• Interpersonal skills
• Problem solving and root cause analysis
• Networking and building relationships (internal and external)
• Being visible to customer and internal teams.

• Experience in manufactoring/factory service delivery desirable
• ITIL/PMI professional is a big plus
• Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment.
• Candidate should have good understanding of Desk side desktop support including incident/requests, and break fix
• Should have very strong written and oral communication skills
• Flexibility with respect to time – client deliverables need to be…