Service Delivery Lead

2 weeks ago

Leeds, United Kingdom Cognizant Full time

Cognizant has an exciting opportunity for an experienced and collaborative Service Delivery Lead to join our inclusive and thriving team. This full-time Service Delivery Lead role is based in Leeds.


All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following description.

As a Service Delivery Lead, you will manage field and deskside services teams spread across Europe. You will ensure continuity of delivery to meet and exceed customer expectations and be accountable for compliance with customer policies.

Here are some key responsibilities you could expect to do:

  • To Serve as Regional Services Manager(RSM) ensuring continuity of delivery to meet and exceed customer expectations.
  • RSM will be the Customer’ point of contact, He will be accountable for compliance with customer policies.
  • Work with Service providers and make sure that they adhere to SLA and Service provider tech provide support to Client.
  • Partner with Service desk and UX command center team.
  • Collaborates with Customer to align with processes and ensure SLA adherence.
  • Manage and lead Field service technicians for Dedicated and Dispatch sites.
  • Contribute, participate in lead account review meetings with Client leadership within a mutually agreed upon cadence.
  • Manage Deskside/Field Service technical support to client devices and coordinate with UX command center team for maintenance and break/fix activities.
  • Manage Deskside/Field Service technician resolving Incidents and Problems associated with EUC Devices and Software, and provide break/fix support, advice, and assistance to Client.
  • Field service team adhere to Client’s enterprise and workplace-specific security and data privacy policies.
  • Responsible to manage Field service team supporting the End Users by copying data, performing backups and restoring data and backups to the replacement EUC Device.
  • Manage Field service team provide updates to Incident and Problem tickets in the ticketing tool to reflect actions taken to resolve such Incident or Problems.
  • Coordinate with Cognizant’s PCaaS partner/vendor.
  • Manage HAM/SAM process for Client Devices as per agreed process.
  • Assets management, reconciliation and disposal coordination.
  • Manage Monthly/Weekly reporting to Client and Cognizant governance.
  • Manage or oversee, as appropriate, all IMAC for all EUC-related Equipment, Software, and related Services at designated Client Sites.
  • Coordinate, plan, and schedule IMAC with all affected IT functions (whether the function is included within the Services provided by Provider, is a Client-retained function, or is provided by a third party).
  • Dispose of the EUC Device in a manner that is in compliance Client-specific policies and procedures.
  • Make sure Field Service team have dedicated on-site Provider Personnel who speak English and the applicable local language at Client Sites to provide EUC Services to the designated VIP End Users during local business hours as further defined in the Client ITSM Tool;
  • Manage Field service team provide Equipment support including, Desktop Devices, Mobile Devices, display screens and video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, projectors,
  • Provide the vendor management of OEM warranty for repair service including but not limited to corporate workstations & mobile devices – in most cases this includes preparing the defective equipment for shipment back to the OEM through the client’s onsite shipping department including dispatch sites and tracking / managing the claim through the entire life cycle.

To apply for this role, your soft skills, expertise and experience should include:

  • Experience as a Lead supporting field support/Deskside technicians
  • Excellent troubleshooting resolution skills of computer systems, mobile devices and other tech products, including mobile device management MDM, iOS/ Android, Mac, Windows and Linux
  • The ability to diagnose and resolve basic to moderately complex end-user technical issues.

At Cognizant you will experience an exciting mix of innovation by design, creativity, collaboration and efficiency within a framework of stimulating objectives and a passion for delivering the best to our customers.

You will be joining a network of some of the most creative, innovative and dedicated people in the industry with ample opportunities to learn and develop your career.

Our Associates are chosen for their attitude, skills, knowledge and enthusiasm but above all, their belief that anything is possible.

Cognizant is an equal opportunities employer and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions or trade union membership

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