Field Services Manager

Cognizant Technology Solutions; Staines-upon-Thames; On-site; GBP 45,000 - 65,000; Full time

Job summary

A global technology solutions provider, located in Staines-upon-Thames, is looking for a Field Services Manager to oversee and optimize EUC service delivery. The successful candidate will manage transitions and ensure high-quality support for clients. This role requires strong project management abilities, customer relationship skills, and a solid understanding of IT infrastructure. Ideal applicants will have relevant experience in service delivery, and ITIL/PMI certifications are a plus.

Qualifications

• Experience in manufacturing or factory service delivery desirable.
• Flexibility with respect to time to meet client deliverables.
• Excellent problem solving, quantitative, and analytical skills.

Responsibilities

• Manage EUC Field Service transition activities.
• Create Process Document of current service for the customer.
• Work closely with Third Party Partners.

Skills

Strong Customer Relationship skills

Project Management skills

Break-Fix service knowledge

Good understanding of IT infrastructure

Effective communication in English

Problem solving and root cause analysis

Education

ITIL/PMI professional certification

Tools

Microsoft Office

Ticketing tools

Job description

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Excellent opportunity for Field Services Manager to be part of our Cloud Infrastructure & Security services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.

RESPONSIBILITIES

• Participate in EUC Field Service transition activies
• Assist and be part of Knowledge gathering and documentation from External Customers and/or Incumbents
• Analysis of Service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements.
• Due Diligence with customer prior to RFP & BAFO submissions.
• Attend Customer agreed locations to collect all customer processes relating to current delivery of Services around EUC & Field Services.
• Create Process Document of current service for the customer and Partner.
• Work closely with our Third Party Partner
• Understanding of Desk side Support duties and process
• Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
• Strong Customer Relationship skills
• Strong Vendor Relationship skills
• Strong cross tower relationship skills
• Project Management of your work stream
• Active management and coordination of workload in the region
• Review of open and assigned tickets as directed by the tower lead
• Assist delivery lead in reviewing and verifying vendor invoices
• When required assist delivery lead in generating customer invoices
• Strong understanding and skills in SLA, KPI Management
• Review with the Delivery Managers and other internal departments
• MIS and Reporting

KNOWLEDGE

• Ensure Management of Full Time or Dispatch Engineers at various locations in the region via documented process to our Delivery and Partners.
• Should have participated in Transition and transformation projects in the EUC and Field Services domain.
• Should have knowledge on Service Desk operation and tools
• Good grasp of ticketing tools
• Understand Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.
• Should have knowledge on MS Office and Microsoft project
• Taking ownership of issues through to resolution on all appropriate requests.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

TECHNICAL SKILLS

• Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications i.e. Office. Again this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.
• Effective communication in English mandatory, any local languages or one of European Language is favorable.

BUSINESS SKILLS

• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
• Knowledge of in outsourcing and managed services
• Highly proactive solution driven approach
• Expert in escalation management
• Interpersonal skills
• Problem solving and root cause analysis
• Networking and building relationships (internal and external)
• Being visible to customer and internal teams.

SKILLS, EXPERIENCE AND QUALIFICATION REQUIRED FOR THE POSITION

• Experience in manufactoring/factory service delivery desirable
• ITIL/PMI professional is a big plus
• Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment.
• Candidate should have good understanding of Desk side desktop support including incident/requests, and break fix
• Should have very strong written and oral communication skills
• Flexibility with respect to time – client deliverables need to be met with a Can do attitude
• Excellent problem solving/quantitative/analytical skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Location of work will be the client offices in the respective geography/location. Flexibility in relocation based on job requirements will be desired.

The Cognizant community

• Cognizant is a global community with more than 300,000 associates around the world.
• We don't just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what's right.
• We foster an innovative environment where you can build the career path that's right for you.

About us

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ‑100 and one of Forbes World's Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer: Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.