Regional Service Manager

Cognizant; Singapore; Hybrid; SGD 80,000 - 100,000; Full time

Job summary

A global IT service provider in Singapore is seeking a Regional Service Manager who will oversee the delivery of end-user computing support and manage an onsite team across multiple locations. The candidate must possess strong leadership, communication, and problem-solving skills along with ITIL certification and a solid background in IT service management. This position emphasizes ensuring service quality, business continuity, and customer satisfaction while driving continuous improvement across the region.

Qualifications

• 5+ years of experience in IT service management, focusing on end-user computing and workplace services.
• Proven experience in managing teams across multiple sites.
• Strong understanding of ITIL framework and service management principles.

Responsibilities

• Oversee day-to-day operations of customer and workplace services across the region.
• Lead and mentor the onsite support team.
• Serve as the primary point of contact for regional stakeholders.

Skills

Leadership

Communication

Problem-solving

Analytical skills

Education

ITIL certification

Tools

Project management tools

Job description

As a Regional Service Manager, you will oversee the customer and workplace services across multiple sites, ensuring the efficient delivery of end-user computing support and other IT services. You will manage an onsite team, drive service quality, maintain business continuity, and ensure a high level of customer satisfaction (CSAT). This role requires strong leadership, communication, and problem-solving skills to align IT services with business needs.

Job Responsibilities

1. Service Management:
   • Oversee day-to-day operations of customer and workplace services across the region.
   • Manage the delivery of end‑user computing services, ensuring timely resolution of issues and service requests.
   • Monitor service performance, analyze metrics, and implement improvements to enhance service quality and user experience.
   • Ensure adherence to ITIL standards and other best practices in service management.
2. Team Leadership:
   • Lead and mentor the onsite support team, providing guidance, performance management, and development opportunities.
   • Foster a positive work environment that encourages collaboration, innovation, and continuous improvement.
   • Coordinate with HR for hiring, training, and professional development of team members.
3. Customer Satisfaction:
   • Serve as the primary point of contact for regional stakeholders, addressing concerns, and ensuring alignment of services with business needs.
   • Proactively gather feedback from end‑users to assess satisfaction levels and identify areas for improvement.
   • Implement strategies to enhance customer satisfaction (CSAT) and maintain high levels of user engagement.
4. Business Continuity:
   • Develop and implement strategies to ensure business continuity and minimize service disruptions.
   • Manage incidents and escalations, coordinating with other IT teams to resolve critical issues efficiently.
   • Ensure all sites are compliant with security policies and disaster recovery procedures.
5. Project Management:
   • Lead regional projects related to IT infrastructure, workplace technology upgrades, and other initiatives.
   • Collaborate with global teams to ensure consistency in service delivery and adherence to corporate standards.
   • Manage budgets, timelines, and resources effectively to deliver projects on time and within scope.
6. Vendor Management:
   • Liaise with external vendors and service providers to ensure the quality of third‑party services.
   • Negotiate contracts and manage vendor relationships to optimize service delivery and cost‑effectiveness.
7. Reporting & Documentation:
   • Prepare and present regular reports on service performance, team productivity, and customer satisfaction metrics.
   • Maintain accurate documentation of processes, procedures, and service agreements.

Job Requirements:

• 5+ years of experience in IT service management, with a focus on end‑user computing and workplace services.
• Proven experience in managing teams across multiple sites.
• Strong understanding of ITIL framework and service management principles.
• Excellent communication, leadership, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem‑solving skills.
• ITIL certification.
• Experience with project management tools and methodologies. Familiarity with workplace technology trends and innovations.