Job summary
The Program Manager will oversee the Service Desk operations in a hybrid work model ensuring seamless day-to-day activities. With 8 to 12 years of experience the candidate will drive efficiency and innovation in service delivery. This role requires a strategic thinker who can enhance customer satisfaction and contribute to the companys growth and societal impact.
Responsibilities
1Manages all activities in the Delivery center
2Coordinates Knowledge Managers Escalation Managers and Incident Managers and makes sure they are aligned
3Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity supports role of WFM Workforce Management
4Ensures process changes are implemented
5Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs
6Reviews and followsup on ticketbased Customer Satisfaction CSAT reviews within the delivery center
7Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads
8Reviews escalations and implements corrective and preventive actions on DC level
9Initiates and manage against the Service Improvement Plan SIP and Continuous Improvement Plan CIP
10Supervises performance of the team and is responsible for their qualification
11Attends the monthly governance meeting Team Leads meeting
Requirements
Experience 10 years in IT service desk management or similar leadership roles
Education Bachelors degree in IT Computer Science or related field preferred
7 years in IT technical support managerial roles
Experience managing international clients preferably USbased
Strong knowledge of SLAdriven technical support projects
Certifications Required
Service Desk Manager Certification
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
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