Regional Service Manager

Cognizant; São Paulo; Ibrido; BRL 320.000 - 460.000; Tempo pieno

Descrizione del lavoro

Cognizant is seeking a Regional Service Manager in São Paulo to lead End User Computing, Desktop Support, Field Services and Plant IT across sites. You will drive service stability, KPI achievement, and a superior user experience while partnering with business and IT stakeholders.

You will manage regional teams and vendors, push service improvements, and govern operations with strong executive communication. Hybrid Brazil-based role.

Competenze

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

Mansioni

• Lead regional service delivery for Desktop Support, Field Services, Plant IT, and EUC.
• Ensure SLA, KPI, and customer satisfaction targets are met.
• Support manufacturing operations by maintaining reliable IT services across sites.
• Manage regional teams and third-party service providers.
• Drive service improvements, governance, and stakeholder engagement.

Conoscenze

End User Computing

Desktop Support

Field Services

Plant IT Operations

Asset Lifecycle

ITIL/ITSM

Formazione

Bachelor's degree in IT / CS / Engineering

Strumenti

ITSM Tools

ITIL Framework

Descrizione del lavoro

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.