Regional Service Manager

Cognizant Technology Solutions Corporation; São Paulo; Hybrid; BRL 350,000 - 550,000; Full time

Job summary

Cognizant Technology Solutions Corporation in São Paulo invites an experienced Regional Service Manager to lead End User Computing, Desktop Support, Field Services, and Plant IT across the region, ensuring service excellence and stable operations.

The role partners with business and IT stakeholders, manages regional teams and vendors, and drives continuous improvements while overseeing KPIs, SLAs, and customer satisfaction in a manufacturing environment.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Information Systems, or a related field.
• 12+ years of experience in IT Infrastructure Services, Field Support, Plant IT, End User Computing, or Service Delivery Management.
• 5+ years of leadership experience managing geographically distributed support teams.
• Experience supporting manufacturing, industrial, logistics, warehouse, or large enterprise environments.
• Strong knowledge of End User Computing, Desktop Support Operations, Field Services Management, Plant IT Operations, Asset Lifecycle Management, ITSM/ITIL.

Responsibilities

• Lead regional service delivery for Desktop Support, Field Services, Plant IT, and End User Computing services.
• Ensure achievement of SLA, KPI, and customer satisfaction targets.
• Support manufacturing and business operations by maintaining reliable IT services across sites.
• Manage and develop regional support teams and third-party service providers.
• Drive service improvements, operational governance, and stakeholder engagement.

Skills

End User Computing

Desktop Support

Field Services

Plant IT

Leadership

KPI Management

SLA Management

Stakeholder Management

Vendor Management

ITIL

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, Information Systems, or related field

Tools

ITSM tools

ITIL knowledge

Job description

Regional Service Manager

About the role

As a Regional Service Manager, you will make an impact by leading End User Computing, Field Services, Desktop Support, and Plant IT operations across the assigned region. You will ensure service excellence, operational stability, and a consistent user experience while partnering with business and IT stakeholders to support corporate and manufacturing environments.

In this role, you will

• Lead regional service delivery for Desktop Support, Field Services, Plant IT, and End User Computing services.
• Ensure achievement of SLA, KPI, and customer satisfaction targets.
• Support manufacturing and business operations by maintaining reliable IT services across sites.
• Manage and develop regional support teams and third-party service providers.
• Drive service improvements, operational governance, and stakeholder engagement.

Work Model

Hybrid – São Paulo (Morumbi), Brazil

This position follows a hybrid work model, requiring periodic onsite presence at our São Paulo (Morumbi) office based on business needs.

What you need to have to be considered

• Bachelor's degree in Computer Science, Information Technology, Engineering, Information Systems, or a related field.
• 12+ years of experience in IT Infrastructure Services, Field Support, Plant IT, End User Computing, or Service Delivery Management.
• 5+ years of leadership experience managing geographically distributed support teams.
• Experience supporting manufacturing, industrial, logistics, warehouse, or large enterprise environments.
• Strong knowledge of:
  • End User Computing (EUC)
  • Desktop Support Operations
  • Field Services Management
  • Plant IT Operations
  • Asset Lifecycle Management
  • ITSM / ITIL Processes
• Experience managing service performance through KPIs, SLAs, and customer satisfaction metrics.
• Strong stakeholder and vendor management skills.

These will help you stand out

• ITIL Certification.
• Experience supporting manufacturing plants and production-critical environments.
• Experience driving service transformation, automation, and continuous improvement initiatives.
• Experience managing multi-site operations in a global environment.
• Strong executive communication and governance skills.

We're excited to meet people who share our mission.