IT - Field Service Engineer

Cognizant; Fatih; On-site; TRY 250,000 - 380,000; Full time

Job summary

Cognizant in Turkey seeks an IT - Field Service Engineer to oversee end-to-end regional service delivery for Workplace Services, Field Services, and DaaS. The role requires strong delivery management experience and excellent English communication, with the ability to work with customers, global teams and partners to meet SLA commitments.

You will lead delivery performance, coordinate with cross-functional teams, manage vendor relationships, and drive continuous improvement in a fast-paced,

Qualifications

• 1-5 years in IT service delivery.
• At least 1 year in a service delivery role.
• Experience in customer-facing operations and SLA-driven delivery environments.

Responsibilities

• Deliver regional Workplace, Field Services, and DaaS with SLA/KPI adherence.
• Manage service delivery performance, escalations, and customer expectations.
• Coordinate with global service delivery, engineering, and operations teams.
• Oversee demand management, onboarding, and transition activities.
• Lead regional delivery teams and third-party networks.
• Drive continuous improvement and operational excellence.
• Conduct customer and vendor reviews and stakeholder meetings.
• Ensure strong vendor management and field service operations.
• Engage senior customer stakeholders during critical events.
• Implement escalation matrices and governance to prevent repeats.
• Resolve high-priority incidents through cross-functional coordination.
• Communicate escalations proactively and clearly.

Skills

EUC Delivery

Field Services

DaaS Delivery

ServiceNow

ITIL

Device lifecycle mgmt

Vendor management

Analytical skills

English & local language

Tools

ServiceNow

Job description

The IT - Field Service Engineer 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.

Qualifications & Experience

• 1-5 years of IT service delivery experience, with at least 1+ year in a Service delivery role.
• Experience with customer‑facing operations and SLA‑driven delivery environments.