Regional Service Delivery Manager (d/f/m)

Regional Service Delivery Manager (d/f/m)

Location: Stuttgart, Germany

Work Model: Onsite

Responsibilities

• Act as the central liaison for all transition and Field Services (FS) delivery activities for customers.
• Lead the transition of EUC and Field Services from external customers or incumbents into Cognizant’s FS delivery tower.
• Serve as subject matter expert for End User Computing, Field Services, and Third-Party Partner Management.
• Analyze service provision and resource requirements based on SLAs, assets, call volumes, site criticality, and customer needs.
• Create and review SLAs, KPIs, and service credit penalties; develop Statements of Work for EUC and FSO support.
• Present service capabilities and solutions to customer stakeholders up to Director level.
• Plan and manage knowledge transfer of EUC and FS processes from customer to Cognizant.
• Visit customer locations to collect existing process documentation for EUC and FS services.
• Create, document, and redesign service processes according to new delivery requirements.
• Manage risks, issues, action logs, and secure customer approvals during transition phases.
• Lead and oversee regional resources and Team Leads for Field Services delivery.
• Develop training plans and ensure readiness of service teams.
• Collaborate closely with third‑party partners and manage relationships and service performance.
• Oversee deskside support operations, including Break-Fix, IMAC, Incident, Problem, and Configuration Management.
• Manage SLAs, KPIs, and operational reviews with internal teams, customers, and vendors.
• Review and approve vendor invoices; manage reporting and MIS requirements.
• Own resource management for full-time or dispatch engineers across regional sites.
• Work in a project-based environment requiring strong coordination, flexibility, and teamwork.
• Ensure high-quality service delivery, escalation management, and continuous process improvement.

Qualifications

• 4+ years of management experience
• Strong knowledge of EUC, Field Services, IT infrastructure, contract management, and vendor management.
• Experience in transition and transformation projects within EUC and FS domains.
• Understanding of Service Desk operations, ticketing tools, categorization, priorities, workflows, and ITIL processes.
• Technical understanding of EUC devices (desktops, laptops, printers, handhelds, smartphones) and Windows/Mac environments.
• Skilled in SLA/KPI management, reporting, escalation handling, and process improvement.
• Strong communication, presentation, and stakeholder management skills.
• Experience managing geographically and culturally diverse teams.
• High level of customer orientation, problem-solving ability, and ownership.
• Proficient in MS Office and Microsoft Project; ITIL/PMI certification preferred.
• Flexible, proactive, and willing to travel extensively (up to 60%).
• Ability to work onsite at customer locations as required.