Service Delivery Manager, Service Desk & End User Experience

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.

• 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.