Regional IT Service Manager

Cognizant; Municipio de Famaillá, Buenos Aires; On-site; ARS 136,863,000 - 197,692,000; Full time

Job summary

Cognizant is seeking a Regional Service Manager to lead Field Services across the region, owning service delivery, performance, and customer satisfaction. You will collaborate with plant management, regional providers, and global IT teams to ensure continuity and high service levels.

You will build and coach regional teams, manage budgets and vendor relationships, and drive ITIL-aligned governance and improvements in a hybrid Buenos Aires office environment.

Qualifications

• Bachelor's degree in a relevant field.
• 10+ years in IT Infrastructure Services or Service Delivery Management.
• 4+ years of leadership in distributed teams.
• Experience in manufacturing, industrial, logistics or large enterprises.
• Fluency: Native Spanish, advanced English and Portuguese.

Responsibilities

• Own end-to-end service delivery for Field Services across the region.
• Partner with plant leadership to ensure IT support for critical production environments.
• Lead regional teams through coaching and performance management.
• Serve as the primary IT contact for regional stakeholders and governance meetings.
• Drive service improvements, automation opportunities, and vendor cost optimization.

Skills

IT Infrastructure Services

Field Services Management

Leadership

End User Computing

ITIL/ITSM

Languages – Spanish/English/Portuguese

Education

Bachelor's Degree in Computer Science, IT, Engineering, Information Systems or related

Job description

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.