Field Services Manager - Staines
hace 4 días
Staines-upon-Thames
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.