Customer and Field Service Manager
About the role
As a Customer and Field Service Manager you will lead Cognizant’s Customer Service Management (CSM) and Field Service Management (FSM) capabilities in North America, including industry-specific workflows for FSI and HLS. You will combine architecture-level delivery support and escalation resolution with ownership of the capability roadmap and reusable solution assets, strengthening FSM capability beyond its current Developing-tier rating. You will collaborate with Delivery and Academy teams to support complex implementations and build technical capability.
In this role, you will:
· Provide architecture-level support for complex CSM/FSM implementations, including FSI and HLS configurations, and partner with Delivery to resolve priority 1 and priority 2 escalations within service-level agreements.
· Own the CSM/FSM capability roadmap and represent it in quarterly customer roadmap reviews.
· Develop reusable solution assets, including the CSM industry starter kit for Q4 FY26 and the FSM field-service starter kit for Q2 FY27.
· Lead solution architecture for CSM/FSM-led requests for proposals (RFPs) and establish delivery and quality assurance standards.
· Partner with Academy to deliver CSM/FSM upskilling, prioritizing FSM capability development.
The role allocates at least 60% of capacity to billable delivery, escalation support, and Academy-partnered upskilling, and no more than 40% to core Center of Excellence (CoE) responsibilities.
Work model
Remote
What you need to have to be considered
• Current CIS-CSM certification.
These will help you stand out
· Current CIS-FSM certification or strong hands-on FSM delivery experience.
· Exposure to industry workflows in FSI and/or HLS.
Salary and other compensation
Applications will be accepted through November 30, 2026.
The annual salary for this position is $119,000–$139,500, depending on the successful candidate’s experience and other qualifications.
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.
Benefits
Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Things to know before you apply
- Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
- Accommodations: 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.
- AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
- Open position: Unless otherwise stated, this job posting is for an open position on our team.
- Language proficiency: 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.
- Inclusion: 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.
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.
