Regional IT Service Manager

Cognizant; Municipio de Rincón de los Sauces; Hybrid; ARS 136,430,000 - 197,065,000; Full time

Job summary

Cognizant is seeking a Regional Service Manager in Argentina to lead Field Services across the region, own service delivery, and drive customer satisfaction. You will partner with plant leadership, manage regional Site Leads and Field Service Analysts, and oversee governance with senior stakeholders.

This role requires 10+ years in IT Infrastructure/Service Delivery with 4+ years in leadership, fluency in Spanish and English, and a track record of optimizing operations in manufacturing or large

Qualifications

• Bachelor's Degree in Computer Science, IT, Engineering or related discipline.
• 10+ years in IT Infrastructure/Field Support/Service Delivery.
• Experience supporting manufacturing, industrial, logistics or large enterprises.
• Strong knowledge of Desktop Support, End User Computing, ITSM and ITIL processes.
• Native Spanish, advanced English and Portuguese proficiency.

Responsibilities

• Own end-to-end Field Services delivery across the region, meeting SLA, KPI, and CSAT targets.
• Collaborate with plant leadership to ensure uninterrupted IT support for production environments.
• Lead regional teams through coaching, performance management, and succession planning.
• Serve as IT liaison to regional leaders, leading governance meetings and executive updates.
• Drive service improvement, automation opportunities, and cost optimization with vendors.

Skills

Leadership

IT Infrastructure

Field Support

End User Computing

Service Delivery

Education

Bachelor's degree

Tools

ITIL

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.

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.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.