Regional Service Manager

Tata Consultancy Services; Canada; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading IT services firm in Canada is seeking a Field Services Operations Manager to oversee onsite resource management and enhance service delivery. Responsibilities include managing technician oversight, client interactions for project requests, and ensuring service level compliance. This role demands strong leadership and organizational skills to drive operational success and improve service quality.

Responsibilities

• Accountable for hiring and managing onsite resources.
• Provide oversight and management of partner Technicians.
• Local management point of contact for project requests.

Job description

Overview

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.

Responsibilities

• RSM will be accountable for hiring and managing onsite resources, prioritizing workload, working with the Service Desk to drive left shift of tickets to reduce field dispatches for tickets which can be fixed remotely, Field Support operations stabilization, conduct Weekly / Monthly / Quarterly reviews for local Client management and Project Delivery team on Field Support performance, upkeep of knowledge and Identify and plan Service improvement initiatives.
• Provide oversight and management of any 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 and escalations, reporting up to the DSS Delivery Manager.