The Field Service Ops is accountable for end-to-end regional service delivery across Workplace Services, Field Services, and Device-as-a-Service (DaaS). The role requires strong delivery management experience, excellent English communication skills, and the ability to work directly with customers, global teams, and partners to ensure successful service delivery and SLA adherence.
Key Responsibilities
Deliver Workplace, Field Services, and DaaS services for the region, ensuring SLA and KPI compliance.
Manage service delivery performance, escalations, and customer expectations.
Coordinate with global service delivery, engineering, and operations teams to ensure seamless delivery.
Oversee demand management, new project onboarding, and transition activities.
Manage regional delivery teams and third‑party partner networks.
Drive continuous improvement, quality assurance, and operational excellence.
Conduct customer reviews, vendor reviews, and internal stakeholder meetings.
Ensure strong vendor management and field service operations capability.
Engage with senior customer stakeholders during critical service-impacting events.
Implement escalation matrices and governance to prevent repeat escalations.
Ensure timely resolution of high-priority incidents through cross-functional coordination.
Effectively handle escalations with a structured, proactive communication approach.
Knowledge & Skills
Strong understanding of EUC, Field Services, and DaaS delivery models.
Strong understanding ServiceNow ticketing systems, and ITIL processes.
Deep knowledge of device lifecycle management (desktops, laptops, mobile devices).
Ability to manage partners, contracts, and vendor relationships.
Strong analytical, problem solving, and root cause analysis capabilities.
Excellent communication skills in English (written and spoken) and local language.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai 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.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
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, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
