Field Services Manager - Staines

Excellent opportunity for Field Services Manager to be part of our Cloud Infrastructure & Security services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.

Responsibilities :

• Participate in EUC Field Service transition activies
• Assist and be part of Knowledge gatherting and documentation from External Customers and/or Incumbents
• Analysis of Service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements.
• Due Diligence with customer prior to RFP & BAFO submissions.
• 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.
• Work closely with our Third Party Partner
• Understanding of Desk side Support duties and process
• Understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
• Customer Relationship and Vendor Relationship mgt , cross tower relationship skills
• Project Management of your work stream
• Active management and coordiantion of workload in the region
• Review of open and assigned tickets as directed by the tower lead
• Assist delivery lead in revewing and verifying vendor invoices
• When required assist delivery lead in generating customer invoices
• Strong understanding and skills in SLA, KPI Management
• Review with the Delivery Managers and other internal departments
• MIS and Reporting

Knowledge :

• Ensure Management of Full Time or Dispatch Engineers at various locations in the region via documented process to our Delivery and Partners.
• Should have participated in Transition and transformation projects in the EUC and Field Services domain.
• Should have knowledge on Service Desk operation and tools
• Good graps of ticketing 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 MS Office and Microsoft project
• 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.

Technical Skills :

• 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.

Business Skills :

• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
• Knowledge of in outsourcing and managed services
• Highly proactive solution driven approach
• Expert in escalation management
• Interpersonal skills
• Problem solving and root cause analysis
• Networking and building relationships (internal and external)
• Being visible to customer and internal teams.

Key Skills and Experience :

• Experience in manufactoring/factory service delivery desirable
• ITIL/PMI professional is a big plus
• Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment.
• Candidate should have good understanding of Desk side desktop support including incident/requets, and break fix
• 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
• Location of work will be the client offices in the respective geography/location. Flexibility in relocation based on job requirements will be desired.