Service Delivery Manager, Service Desk & End User Experience, Richmond, Virginia, United States

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.

Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.

A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.

Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.

Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.

Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.