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.
私たちについて：
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として、AI投資を企業価値へとつなげるフルスタックのAIソリューションを提供しています。業界、業務プロセス、エンジニアリングに関する深い専門性を強みに、各企業固有のコンテキストをテクノロジーシステムに組み込み、人の力を最大限に引き出すとともに、具体的な成果の創出と、急速に変化する世界におけるグローバル企業の競争力維持を支援します。詳しくは、当社ウェブサイト www.cognizant.com 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。
