Job Description

Deliver 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).Role Responsibilities

• Act as the central liaison for all transition and FS delivery activities for customers
• Transition EUC and Field Service from External Customers and/or Incumbents for Service being delivered by the FS 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.

• 4+ years experience in management, with 5+ years overall experience.
• Ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management.
• Retail/Store 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 in English and one European language will be preferred
• 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 ( up to 60%)
• Location of work possibly in the client offices in the respective geography/location. Flexibility in relocation based on job requirements will be desired.
• Ensure Management of Full Time or Dispatch Engineers at various locations in the region via documented process to our Delivery and Partners.
• Should have handled Transition and transformation projects in the EUC and Field Services domain.
• Should have knowledge on Service Desk operation and 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 contract handling and execution
• Good graps of ticketing tools
• Should have knowledge on MS Office and Microsoft project
• Should have knowledge and experience on partner management and relationship handling
• 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.

• 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.

• Management of the Region
• 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.

Cognizant