Regional Service Manager

What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment This is creating many opportunities for people like YOU — people with an entrepreneurial spirit who want to make a difference in this world.

At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, more innovative, and successful. Moreover, this is your chance to be part of the success story.

Position Summary

Regional Service Manager (APAC) is responsible for overseeing and managing service operations across the Asia-Pacific region. This role involves ensuring the delivery of high-quality service to customers, optimizing service processes, and leading a team of service professionals. The Regional Service Manager will work closely with other departments to align service strategies with overall business objectives and drive customer satisfaction.

Mandatory Skills
- Proven experience in managing IT infrastructure and software development projects.
- Strong knowledge of IT service management (ITSM) processes and tools, particularly ServiceNow.
- Excellent project management skills, with the ability to manage multiple projects simultaneously.
- Strong communication and interpersonal skills, with the ability to engage with customer stakeholders and present proposals effectively.
- Knowledge of regulatory and security requirements related to IT operations.

Roles And Responsibilities
- Business Relationship Management: Establish and maintain relationships with business units to manage all IT operations and projects for the respective region/location.
- Change and Incident Management: Coordinate and manage all changes, major incidents, and in-projects for the region in collaboration with business and Cognizant stakeholders.
- IT Service Management Metrics: Monitor and analyze IT service management metrics to identify trends, improve service delivery, and optimize resource allocation. Utilize tools like ServiceNow to track performance and ensure compliance with SLAs.
- Service Management Office: Establish and maintain a service management office to support IT governance, service catalog management, and hardware and software asset management. Enable ITSM processes and ensure compliance with industry standards.
- Customer Stakeholder Engagement: Engage with customer stakeholders to understand new business requirements, communicate these through Cognizant leadership, and develop high-level proposal decks outlining project outcomes, costs, and types (managed services or time and material). Present these to customers for initial approval and secure formal work orders.
- Policy and Procedure Development: Develop and implement policies and procedures to ensure IT operations comply with regulatory and security requirements.
- Operational Challenges: Discuss, track, and resolve any operational challenges that may have arisen. This includes identifying bottlenecks, addressing escalations, and ensuring all service levels are met.
- Service Performance Metrics: Review key performance metrics such as ticket inflow, resolution trends, and backlog analysis. This helps monitor the overall health of the service and identify areas for improvement.
- Incident and Problem Management: Discuss the status of incidents and problems, including any high-priority issues (P1/P2) and their resolution actions. Ensure critical issues are addressed promptly and effectively.
- Change Management: Supervise upcoming changes for the week, participate in CAB meetings, and manage both the pre-implementation and post-implementation phases.

Salary Range: >$100,000

Date of Posting: 11th April 2025