Job Description

ABOUT THE ROLELead & Deliver Global Field Services Transition Projects and Programs and steady state delivery in line with recognized IT best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting).RESPONSIBILITIES

• Act as the Regional Lead for all transition and delivery activities across APAC for customer
• Work with regional service managers for each region to ensure seamless Transition EUC and Field Service from External Customers and/or Incumbents for Service being delivered by the tower
• Subject matter expert on End User Computing, Field Services and Third Party Partner Management that are also supplying these services and resources for Client
• Analysis of Service provision and resourcing based on SLA\'s, Assets, Call Volumes, Site criticality and customer requirements.
• Creation and review of required SLA\'s, KPI\'s, Service Credit Penalties.
• Creation of Statement of Work Documents outlining Service Requirements that will be shared with our partners outlining the EUC and FSO support requirements.
• Customer solution discussions and Presentations to Director level on Service Capabilities of clients in EUC & Field Services.
• Planning and Preparation of IT Process Knowledge Transfer from the customer to client on EUC and Field Services processes.
• 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.
• Re-Design of current Service as per the new requirements.
• Manage Risks, Issues and action logs and obtain customer sign offs.
• Manage regional resources and Team Leads assigned to Field Services Delivery
• Plan Resource Training Plans.
• Work closely with our Third Party Partner Network and manage service provided and relationships.
• Understanding of Desk side Support Management duties and process Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
• Strong Customer and Vendor Relationship Management
• Project Management of your work stream
• Strong understanding and skills in SLA, KPI Management
• Review with the Delivery Managers and other internal departments
• Periodic reviews with Customer and Vendors
• Review and approve vendor invoices for payment
• MIS and Reporting.

SKILLS, EXPERIENCE AND QUALIFICATION REQUIRED:

• 13+ years overall experience with 8+ years experience in management & leading regional teams
• Ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management.
• Manufacturing/factory support delivery experience desirable
• ITIL/PMI professional will be preferred
• Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment.
• Candidate should have good understanding of Desk side desktop Management, maintenance, deployment and vendor management.
• 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
• Experience of managing and leading a geographically and culturally diverse team
• A significant travel is expected on the job - hence should be willing to work in such a role. Willing to travel
• Location of work possibly in the client offices in the respective geography/location. Flexibility in relocation based on job requirements will be desired.

BUSINESS SKILLS:

• Regional Delivery Management
• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
• Strong International partner network and knowledge
• Extensive knowledge in outsourcing and managed services
• Highly proactive solution driven approach
• Expert in escalation management
• Interpersonal and negotiating skills
• People development, managing, motivating and team building
• Problem solving and root cause analysis
• Developing, reviewing and refining business processes and procedures
• Networking and building relationships (internal and external)
• Understand the cost to deliver and ownership of cost.
• Being visible to customer and internal teams.
• Presentation Skills.

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Cognizant