Global Site Services -Associate Director
Location : Raritan NJ ( 100%Onsite )
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) at a Global Scale in all the Delivery Regions involved, achieving Quality of Service, Customer Profitability and Customer Satisfaction.
RESPONSIBILITIES
Act as the Global liaison for all transition and Steady state delivery activities for customers.
Direct all the Regional Service Managers across NA, LATAM, ASPAC and EMEA regions towards Delivery Goals.
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.
Re-Design of current Service as per the new requirements.
Manage Risks, Issues and action logs and obtain customer sign offs.
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
KNOWLEDGE :
Experience in Life Science domain specifically on Manufacturing, Logistics, Lab Support Systems.
Should have handled Transition and transformation projects in the EUC and Field Services domain.
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 grasp 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.
TECHNICAL SKILLS :
Good knowledge of Contractual Metrics, SLA, Credits etc.
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 :
Management of the Region via Regional Managers.
Risk Forecasting from Regional Managers on Service Quality, Service Continuity and Profitability focus.
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
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.
SKILLS, EXPERIENCE AND QUALIFICATION REQUIRED FOR THE POSITION :
12+ years experience in IT management, with 15+ years overall experience.
Ideal candidate would be expected to have a good understanding of IT Infrastructure, Field Service Operations,Contract and Vendor Management in Life Sciences Domain.
Manufacturing / factory support delivery experience desirable
ITIL / PMI professional will be preferred
Executive Presence and Confident personality who can represent the company.
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 ( up to 30%)
Location of work possibly in the client offices in the respective geography / location. Flexibility in relocation based on job requirements will be desired.
Salary and Other Compensation :
Applications will be accepted until 11 / 3 / 2024
The annual salary for this position is between 140,000 to 190,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.
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