Senior End User Services Leader – AI-Driven Transformation

Cognizant Technology Solutions Corporation; West Palm Beach (FL); Presencial; USD 140.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical/Dental/Vision/Life Insurance

Paid holidays

401(k) plan

Disability Insurance

Paid Parental Leave

Descripción de la vacante

Cognizant is seeking a Senior Service Delivery Manager to own end-to-end performance for End User Services, including Service Desk, Field Support, Endpoint Management, HAM/SAM and MIM. Lead governance, orchestrate offshore/vendor teams, and drive AI-led transformation to shift from reactive to proactive, experience-led delivery.

This onsite role in Palm Beach emphasizes executive engagement, service improvement and strong ITIL/Now platforms.

Formación

• 15+ years in IT service delivery, with leadership across multi-tower End User Services.
• Proven customer-facing delivery leadership in outsourced or managed-services settings.
• Ownership of Service Desk plus at least two of Field Support, Endpoint, ITAM or MIM.
• Strong ITIL knowledge (ITIL v4 Foundation; MPM preferred).
• Experience with an ITSM platform (ServiceNow) and endpoint platforms.

Responsabilidades

• Own SLA, KPI and OLA performance across all towers; explain results and recovery plans.
• Direct offshore and vendor teams; align priorities and manage contracts.
• Maintain RACI and escalation paths between customer, onsite, offshore, and vendors.
• Protect customer experience while managing delivery risks and dependencies.
• Lead major incident management with executive communication and RCA actions.
• Drive AI-led transformation, automation roadmaps, and proactive remediation.

Conocimientos

IT service delivery

Executive communication

ITIL v4 Foundation

ServiceNow

Intune

Herramientas

SCCM

Jamf

Workspace ONE

Nexthink

Descripción del empleo

Cognizant is seeking a Senior Service Delivery Manager to own end-to-end performance for End User Services, including Service Desk, Field Support, Endpoint Management, HAM/SAM and MIM. Lead governance, orchestrate offshore/vendor teams, and drive AI-led transformation to shift from reactive to proactive, experience-led delivery.

This onsite role in Palm Beach emphasizes executive engagement, service improvement and strong ITIL/Now platforms.