Field Services Manager - Staines

Cognizant; Staines-upon-Thames; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading consulting firm is seeking a Field Services Manager to join its Cloud Infrastructure & Security services practice in the United Kingdom. The role involves managing transitions in End User Computing services, engaging with clients and ensuring effective service delivery based on SLAs and KPIs. Candidates should possess strong communication skills, be flexible, and have a proactive approach to solutions. Relevant experience in service delivery and a sound understanding of ITIL practices are preferred.

Qualifications

• Experience in manufacturing or factory service delivery desirable.
• ITIL/PMI certification is a significant advantage.
• Strong written and oral communication skills are essential.

Responsibilities

• Participate in EUC Field Service transition activities.
• Assist in knowledge gathering and documentation.
• Ensure management of engineers via documented processes.

Skills

Customer Relationship Management

Project Management

SLA and KPI Management

Interpersonal Skills

Problem Solving

Tools

MS Office

Ticketing Tools

Job description

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 gatherting 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
• Understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
• Customer Relationship and Vendor Relationship mgt , cross tower relationship skills
• Project Management of your work stream
• Active management and coordiantion of workload in the region
• Review of open and assigned tickets as directed by the tower lead
• Assist delivery lead in revewing 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 graps 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 ie 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.

Key Skills and Experience :

• 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 / requets, 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.