Regional Service Manager

Tata Consultancy Services; Ontario; On-site; CAD 75,000 - 95,000; Full time

Job summary

A leading company is seeking a Field Services Operations Manager to oversee operations management and project support. Responsibilities include managing onsite resources, ensuring service level compliance, and providing a local management point of contact for client project requests.

Responsibilities

• Hiring and managing onsite resources.
• Conducting reviews for local Client management on Field Support performance.
• Provide oversight and management of partner Technicians.

Job description

Deliver Field Services Operations Management and IMAC / Project support in line with recognized IT best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting, etc) for a specific DSS region.

RSM will be accountable for:

1. Hiring and managing onsite resources
2. Prioritizing workload
3. Working with the Service Desk to drive left shift of tickets to reduce field dispatches for tickets which can be fixed remotely
4. Field Support operations stabilization
5. Conducting Weekly / Monthly / Quarterly reviews for local Client management and Project Delivery team on Field Support performance
6. Upkeep of knowledge and identification and planning of Service improvement initiatives

Provide oversight and management of partner Technicians in their geographical area of responsibility to ensure adherence to Primary & Secondary Named Techs and Service Level compliance.

Provide a Local Management point of contact for the customer for project requests and planning, staffing and scheduling changes, overtime needs, escalations, and reporting up to the DSS Delivery Manager.