Retail IT Field Services Manager

Retail IT Field Services ManagerWhat makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating a lot of 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, innovative, and successful. This is your chance to be part of the success story: we are looking for IT Support Engineer to join our Infrastructure Services Team.About Cognizant Infrastructure ServicesToday’s customers want seamless, intuitive, and personalized experiences while they’re using products and services. The digital era is forcing companies like yours to transform through technology to stay relevant. Your business must be always on and your infrastructure must predict change before it happens, to act fast and put a smile on the faces of users.Cognizant is helping you prepare for the digital era, with infrastructure services that are transforming the face of enterprises. We can help your business maximize the potential of automation and a software-defined data center (SDDC), by delivering services through a business-aligned Catalog model.More information? Please visit About Role:This position will act as a service manager by delivering 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).Job Description:

• Act as the central liaison for all transition and FS delivery activities for customers
• Subject matter expert on Retail Field Services and Third Party Partner Management that are also supplying these services and resources for Client.

· Ensuring ServiceNow tickets are effectively worked to resolution within a timely manner

• 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.
• Ensure Management of Full Time or Dispatch Engineers at various locations in the region via documented process to our Delivery and Partners.
• Create, develop and ,maintian 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.

· Being Point of Contact for IT Services Areas within Cognizant and 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, Review and approve vendor invoices for payment, MIS and Reporting.
• Review with the Delivery Managers and other internal departments, inclduing lead periodic reviews with Customer and Vendors

What do you bring?

• Experiences as a service manager, IT manager, management, or any related field.
• An ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management, including retail 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 a good understanding of brick and mortar Retail experience of desk-side desktop Management, maintenance, deployment, and vendor management.
• 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.

• Good understanding of retail infrastructure. Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhel...