Retail Manager

IT Service Delivery Manager - Retail

What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating a lot of opportunities for people like YOU people with an entrepreneurial spirit who want to make a difference in this world.

At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the worlds leading companies and help them become more flexible, more innovative and successful. And this is your chance to be part of the success story: we are looking for IT Service Delivery Manager - Retail to join our Infrastructure Services Team.

About Cognizant Infrastructure Services

Today’s customers want seamless, intuitive and personalized experiences while they’re using products and services. The digital era is forcing companies like yours to transform through technology to stay relevant. Your business must be always-on and your infrastructure must predict change before it happens, to act fast and put a smile on the faces of users.

Cognizant is helping you prepare for the digital era, with infrastructure services that are transforming the face of enterprises. We can help your business maximize the potential of automation and a software defined data center (SDDC), by delivering services through a business-aligned Catalog model.

More information? Please visit

https://www.cognizant.com/cognizant-digital-systems-technology/infrastructure-services

About Role:

As Retail Infrastructure Service manager, you will be held responsible for escalation management, maintaining SLA, KPI metrics and research analysis.

Deliver Field Services Transition Projects and Programs and steady state delivery in line with recognized IT best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting).

Roles / Responsibilities:

• Act as the central liaison for all transition and FS delivery activities for customers

• Subject matter expert on Retail Field Services and Third Party Partner Management that are also supplying these services and resources for Client

• Analysis of Service provision and resourcing based on SLAs, Assets, Call Volumes, Site criticality and customer requirements.

• Creation and review of required SLAs, KPIs, Service Credit Penalties.

• Creation of Statement of Work Documents outlining Service Requirements that will be shared with our partners outlining the EUC and FSO support requirements.

• Customer solution discussions and Presentations to Director level on Service Capabilities of clients in EUC & Field Services.

• Planning and Preparation of IT Process Knowledge Transfer from the customer to client on EUC and Field Services processes.

• Attend Customer agreed locations to collect all customer processes relating to current delivery of Services around EUC & Field Services.

• Manage Risks, Issues and action logs and obtain customer sign offs.

• Manage regional resources and Team Leads assigned to Field Services Delivery

• Work closely with our Third Party Partner Network and manage service provided and relationships.

• Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.

• Strong Customer and Vendor Relationship Management

• Strong understanding and skills in SLA, KPI Management

• Review with the Delivery Managers and other internal departments

What do you bring?

• 4+ years experience in management, with 5+ years overall experience.

• Ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management.

• Retail/Store support delivery experience desirable and ITIL/PMI professional will be preferred

• Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment.

• Candidate should have good understanding of Desk side desktop Management, maintenance, deployment and vendor management.

• Should have very strong written and oral communication skills in English and one European language will be preferred

• Flexibility with respect to time - client deliverables need to be met with a Can do attitude

• Excellent problem solving/quantitative/analytical skills and ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels also, should have experience of managing and leading a geographically and culturally diverse team

• A significant travel is expected on the job - hence should be willing to work in such a role. Willing to travel ( up to 60%)

• Location of work possibly in the client offices in the respective geography/location. Flexibility in relocation based on job requirements will be desired.

What we offer:

• A competitive salary based on your qualities and experience.

• Access to Udemy, Cognizant Academy digital libraries for your continuous learning.

• NS business card to cover your commute expenses.

• 25 days of paid holiday per year.

• A laptop and a smartphone.

• A pension scheme.

• Organization driven by technology – we have a tremendous technology backbone.

• Open, ‘can do’ team spirit and international environment that encourages making your ideas reality!

Recruiter Contact Details
Please contact Megha Nagpal (Recruiter Cognizant Consulting) at Megha.nagpal3@cognizant.com or on +31-627155643 for an elaborate explanation of the role.

Description of the Recruitment Process:

• Send your application via our Cognizant career website or apply via the apply button here on LinkedIn

• Conversation with the recruiter

• First technical interview

• Business interview

• Offer

Studies show that women and underrepresented groups tend to apply for jobs only when they fulfil 100% of the requirements. If this sounds like you, we would like to encourage you to reconsider and apply. The requirements listed above are guidelines and we welcome applications from candidates who may not meet all of them but are keen to develop their skills. We look forward to receiving your application.

Diversity And Inclusion At Cognizant

At Cognizant, we believe diversity and inclusion are at the heart of our ability to execute successfully and consistently over the long term. We recognize that our people are our most important asset. We strive to create an environment where all associates feel comfortable to be themselves, feel accepted and can therefore thrive both personally and professionally. We continue to drive D&I throughout our organization to unlock the insights, imagination and innovation of our associates, as well as reflect the diversity of our clients and communities. We are a Dutch and European Top Employer and continually drive employment recognition and engagement through employee friendly policies and affinity groups such as “Women Empowered”, “Embrace LGBTQ+” and “Race Equality Network”. For more information, see https://careers.cognizant.com/global/en/diversity-and-inclusion