Cognizant Technology Solutions is currently seeking a highly skilled Senior Service Delivery Manager – Field Services who has experience in Direct customer stakeholder management, can work with team who manages Field Service support & End User Computing (EUC) environment with Service Desk knowledge.

Responsibilities:

• Establish, maintain, and create strong relationships with Client; foster a friendly, collaborative, and professional culture
• Proven ability to motivate employees/teams to apply skills and techniques to solve dynamic problems in a timely manner.
• Demonstrate the ability to effectively develop and deliver presentations at all levels of the business.
• Effectively provide communication, guidance, and support to the Deskside Support and L3 Techs (Field Service), Service Desk to ensure an integrated experience
• Ensure Customer Satisfaction for all delivery engagements within the Client
• Provide a high quality of service across all delivery engagements for the Client
• Work with the Account team to support transformation and growth opportunities
• Implementation of best practices
• Ensures that Site IT resources are motivated & coordinated to respond to Client needs.
• Seeks Client feedback & is always up to date with the views of Clients regarding the IT service performance.
• Ensures customer satisfaction through regular operational review meetings and monthly Steering Committee meetings
• Handle P&L for the account
• Participate in mining New Opportunities within the account / support RFP & RFI

Required Skills/Qualifications:

• 15+ year IT experience in managing large & complex IT organization with strong IT technical and leadership background.
• Dedicated and have passion for customer.
• Leadership skills to manage internal as well as client stakeholders, run Quarterly Business Reviews, Steer Co, etc.
• Very strong & super in English communication skills – both in verbal and written communications.
• Knowledge / experience in managing large Manufacturing or Retail client where support is majorly on Field Service support management with DWP (EUC) knowledge.
• The candidate will be responsible for providing leadership for the Field Service support, Deskside and L3 Engineers in support of a global auto Manufacturing & plant environment.
• Ability to work independently and remotely, with willingness travel for client engagements as needed.
• Service Delivery background with preferred knowledge and understanding on financial (P&L) management.
• Strong communication skills at C-level, with clients & to technical teams. Experience in presentations & being a clear & effective communicator with process, continuous improvement & escalation situations.
• Bachelor’s degree in business administration or Information Technology. Relevant professional information technology experience may be substituted for the required degree.

Preferred Skills/Qualification:

• ITIL – Experience of working to ITIL principles, preferably certified to at least foundation level
• Certification in one or more of the following: Project Management Professional (PMP), Six Sigma, LEAN, Business Process Management.
• Local to Dallas Fort Worth
• Experience with Vendor/Partner Management.
• Also having home office setup (network, phone, etc.)

Our strength is built on our ability to work together. Our diverse backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, inspires thought leadership, and helps us build better solutions for our clients. We want someone who thrives in this setting and is inspired to craft meaningful solutions through true collaboration.

If you are comfortable with ambiguity, excited by change, and excel through autonomy, we’d love to hear from you.