Regional Service Manager

Cognizant; Wayzata (MN); Remote; USD 119,000 - 140,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a Regional Service Manager to oversee field support operations across North America. The role requires 12-15+ years in IT infrastructure and at least 5+ years managing regional field support, with strong vendor governance and workforce management skills.

The position leads onsite support services, coordinates regional vendors, and ensures service quality while driving continuous improvement and cost optimization within a remote/NA context.

Qualifications

• Bachelor's degree in IT/CS/Engineering or related field required.
• 12-15+ years of IT Infrastructure or Workplace Services experience.
• 5+ years managing regional Field Support.

Responsibilities

• Lead regional Field Support delivery across North America and ensure SLA attainment.
• Manage regional field support vendors and workforce planning.

Skills

IT Infrastructure

Workplace Services

Regional Field Support

Education

Bachelor's Degree in Information Technology, Computer Science, Engineering, or related field

Job description

Regional Service Manager

Location : Remote

Please note, this role is not able to offer visa transfer or sponsorship now or in the future.

Job Summary

12-15+ years of IT Infrastructure and End User Support experience with at least 5+ years managing field support operations across multiple locations within North America.

Responsibilities

The Regional Service Manager Field Support Manager North America is responsible for leading and governing onsite support services across all North American locations. The role serves as the primary operational leader for Field Support delivery ensuring consistent service quality SLA achievement vendor governance workforce management and customer satisfaction.

The individual acts as the bridge between global field support leadership and local delivery teams coordinating onsite resources regional vendors plant support personnel and business stakeholders to ensure reliable and efficient workplace support services. The role aligns with the regional field support governance model reporting into the Global Field Support Manager.

Regional Service Delivery

Lead delivery of Field Support services across North America.

Ensure consistent support for office locations manufacturing sites distribution centers and remote facilities.

Own regional service performance against contracted SLAs and KPIs.

Drive operational excellence and service consistency across all supported locations.

Coordinate response and resolution activities for high-priority incidents impacting business operations.

Vendor & Workforce Management

Manage regional field support vendors and partner organizations.

Oversee staffing plans resource allocation scheduling and workforce optimization.

Conduct vendor performance reviews and governance meetings.

Ensure proper coverage across all supported locations.

Drive accountability for service quality and contractual commitments.

Site Operations Management

Support plant manufacturing and office operations requiring onsite technical assistance.

Ensure smart-hands support for infrastructure workplace technologies collaboration systems and endpoint devices.

Coordinate field technician dispatches and local support resources.

Govern asset deployment refresh programs and lifecycle activities.

Customer & Stakeholder Management

Serve as primary regional escalation point for Field Support services.

Build strong relationships with plant leadership business stakeholders and IT leadership teams.

Participate in service reviews governance meetings and operational discussions.

Proactively communicate service risks issues and improvement plans.

Incident & Escalation Management

Lead regional response for critical and major incidents.

Coordinate cross-functional teams during outage situations.

Escalate systemic issues to Global Field Support leadership.

Conduct root cause reviews and follow-up remediation activities.

Continuous Service Improvement

Drive productivity and efficiency improvements across regional operations.

Identify automation and self-service opportunities.

Implement best practices and operational standards.

Support transformation and modernization initiatives led by global leadership.

Financial Management

Manage regional operational budgets.

Monitor vendor costs and resource utilization.

Support forecasting and financial planning activities.

Identify opportunities for cost optimization without impacting service quality.

Certifications Required

Bachelors Degree in Information Technology Computer Science Engineering or related field.

12-15+ years of IT Infrastructure or Workplace Services experience.

5+ years managing regional Field Supp

The Salary for this position will be 119,000 TO 139500 yearly depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The compensation, and benefits 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.