Regional Service Delivery Manager (d/f/m)
Location: Stuttgart, Germany
Work Model: Onsite
Your Tasks
- Act as the central liaison for all transition and Field Services (FS) delivery activities for customers.
- Lead the transition of EUC and Field Services from external customers or incumbents into Cognizant’s FS delivery tower.
- Serve as subject matter expert for End User Computing, Field Services, and Third-Party Partner Management.
- Analyze service provision and resource requirements based on SLAs, assets, call volumes, site criticality, and customer needs.
- Create and review SLAs, KPIs, and service credit penalties; develop Statements of Work for EUC and FSO support.
- Present service capabilities and solutions to customer stakeholders up to Director level.
- Plan and manage knowledge transfer of EUC and FS processes from customer to Cognizant.
- Visit customer locations to collect existing process documentation for EUC and FS services.
- Create, document, and redesign service processes according to new delivery requirements.
- Manage risks, issues, action logs, and secure customer approvals during transition phases.
- Lead and oversee regional resources and Team Leads for Field Services delivery.
- Develop training plans and ensure readiness of service teams.
- Collaborate closely with third‑party partners and manage relationships and service performance.
- Oversee deskside support operations, including Break-Fix, IMAC, Incident, Problem, and Configuration Management.
- Manage SLAs, KPIs, and operational reviews with internal teams, customers, and vendors.
- Review and approve vendor invoices; manage reporting and MIS requirements.
- Own resource management for full-time or dispatch engineers across regional sites.
- Work in a project-based environment requiring strong coordination, flexibility, and teamwork.
- Ensure high-quality service delivery, escalation management, and continuous process improvement.
Your Profile
- 4+ years of management experience
- Strong knowledge of EUC, Field Services, IT infrastructure, contract management, and vendor management.
- Experience in transition and transformation projects within EUC and FS domains.
- Understanding of Service Desk operations, ticketing tools, categorization, priorities, workflows, and ITIL processes.
- Technical understanding of EUC devices (desktops, laptops, printers, handhelds, smartphones) and Windows/Mac environments.
- Skilled in SLA/KPI management, reporting, escalation handling, and process improvement.
- Strong communication, presentation, and stakeholder management skills.
- Experience managing geographically and culturally diverse teams.
- High level of customer orientation, problem-solving ability, and ownership.
- Proficient in MS Office and Microsoft Project; ITIL/PMI certification preferred.
- Flexible, proactive, and willing to travel extensively (up to 60%).
- Ability to work onsite at customer locations as required.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
