As a Regional Service Manager, you will oversee the customer and workplace services across multiple sites, ensuring the efficient delivery of end-user computing support and other IT services. You will manage an onsite team, drive service quality, maintain business continuity, and ensure a high level of customer satisfaction (CSAT). This role requires strong leadership, communication, and problem-solving skills to align IT services with business needs.

Job Responsibilities

1. Service Management:

- Oversee day-to-day operations of customer and workplace services across the region.

- Manage the delivery of end-user computing services, ensuring timely resolution of issues and service requests.

- Monitor service performance, analyze metrics, and implement improvements to enhance service quality and user experience.

- Ensure adherence to ITIL standards and other best practices in service management.

2. Team Leadership:

- Lead and mentor the onsite support team, providing guidance, performance management, and development opportunities.

- Foster a positive work environment that encourages collaboration, innovation, and continuous improvement.

- Coordinate with HR for hiring, training, and professional development of team members.

3. Customer Satisfaction:

- Serve as the primary point of contact for regional stakeholders, addressing concerns, and ensuring alignment of services with business needs.

- Proactively gather feedback from end-users to assess satisfaction levels and identify areas for improvement.

- Implement strategies to enhance customer satisfaction (CSAT) and maintain high levels of user engagement.

4. Business Continuity:

- Develop and implement strategies to ensure business continuity and minimize service disruptions.

- Manage incidents and escalations, coordinating with other IT teams to resolve critical issues efficiently.

- Ensure all sites are compliant with security policies and disaster recovery procedures.

5. Project Management:

- Lead regional projects related to IT infrastructure, workplace technology upgrades, and other initiatives.

- Collaborate with global teams to ensure consistency in service delivery and adherence to corporate standards.

- Manage budgets, timelines, and resources effectively to deliver projects on time and within scope.

6. Vendor Management:

- Liaise with external vendors and service providers to ensure the quality of third-party services.

- Negotiate contracts and manage vendor relationships to optimize service delivery and cost-effectiveness.

7. Reporting & Documentation:

- Prepare and present regular reports on service performance, team productivity, and customer satisfaction metrics.

- Maintain accurate documentation of processes, procedures, and service agreements.

Job Requirements:

· 5+ years of experience in IT service management, with a focus on end-user computing and workplace services.

· Proven experience in managing teams across multiple sites.

· Strong understanding of ITIL framework and service management principles.

· Excellent communication, leadership, and interpersonal skills.

· Ability to manage multiple priorities in a fast-paced environment.

· Strong analytical and problem-solving skills.

· ITIL certification.

· Experience with project management tools and methodologies. Familiarity with workplace technology trends and innovations.

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The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

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 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

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.

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.