About the role
As a Service Delivery Manager, Service Desk & End User Experience, you will make an impact by leading global end user technology services across Service Desk, Desktop Support, Nexthink, ServiceNow, and AI-enabled support capabilities, including Now Assist. You will own service performance, operational governance, vendor outcomes, and continual improvement across a hybrid workplace environment. Partner with business leaders, Infrastructure, Security, Applications, and service providers to deliver reliable, proactive, secure, and user-focused digital workplace services. You will be a valued member of the Cloud Infrastructure and Security team and work collaboratively with the Engagement Delivery Lead.
In this role, you will
• Lead global Service Desk, Desktop Support, Nexthink, and AI-enabled end user support operations.
• Manage rotational and 24x7 support coverage, shift handovers, escalations, resource planning, and operational continuity.
• Monitor service health through Nexthink, ServiceNow, AI dashboards, service reports, and KPIs to identify trends, recurring issues, service risks, and improvement opportunities.
• Oversee Incident, Request, Problem, and Change Management processes, ensuring timely resolution, governance compliance, and minimal business disruption.
• Drive continual service improvement through analytics, automation, knowledge management, KCS practices, and digital employee experience insights.
• Partner with Infrastructure, Security, Applications, and vendor teams to resolve complex issues, improve service delivery, and support digital workplace transformation.
• Lead service reviews with business stakeholders and senior leaders, communicating service performance, risks, priorities, and improvement plans.
• Manage vendor performance, contractual commitments, escalations, and delivery outcomes.
• Track and report service metrics including SLA attainment, MTTR, First Contact Resolution, ticket backlog, user satisfaction, and improvement results.
• Ensure end user operations follow information security, compliance, endpoint management, access control, standard device image, and secure support requirements.
• Support the rollout and adoption of new digital workplace tools through pilots, user communications, training, and change-management activities.
Work model
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in Richmond, VA.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you need to have to be considered
• 10+ years in IT Service Management, Digital Workplace, End User Computing, Service Desk, Desktop Support, or related enterprise technology operations.
• 5+ years of experience leading service delivery, support operations, managed services, or workplace technology teams.
• Experience managing Service Desk, Desktop Support, End User Services, or Digital Workplace operations in a large, global enterprise environment.
• Strong knowledge of Incident, Request, Problem, and Change Management processes and ITIL-based service operations.
• Demonstrated success managing SLAs, KPIs, service reviews, operational governance, vendor performance, and continual service improvement plans.
• Experience with Nexthink, Now Assist, Digital Employee Experience platforms, endpoint analytics tools, or similar technologies.
• Proficiency with ServiceNow or another ITSM platform.
• Experience leading rotational, follow-the-sun, or 24x7 support operations.
• Strong stakeholder and vendor management skills, including the ability to communicate effectively with technical teams and senior leaders.
• Ability to use operational data to identify risks, improve user experience, and deliver measurable service improvements.
These will help you stand out
• Background in AI-enabled service management, automation, self-service, or digital workplace transformation.
• Experience with Knowledge-Centered Service, knowledge management, and support documentation.
• Proficiency building dashboards or reports using Power BI, Nexthink, ServiceNow, or similar tools.
• ITIL Foundation, Nexthink, ServiceNow, or comparable Digital Employee Experience certification.
We’re excited to meet people who share our mission and can make an impact in a variety of ways. Don’t hesitate to apply, even if you only meet the minimum requirements listed.
Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。
