We’re hiring!
At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!
We have an exciting opportunity for an exceptional individual to work supporting one of our clients as a Delivery Manager (Service Desk)
Background and Certifications:
• +6 years of experience leading Service Desk operations
• Certification of ITIL V4 Foundations
• HDI or SDI Manager Certification desirable
*** LOCATION: CIUDAD JUÁREZ.
Required Skills:
• Advanced Knowledge in Windows Front-End Environment (Win10, Mac)
• Advanced Knowledge with Ticketing System Tool (i.e., Service Now, BMC, etc.)
• Advanced Knowledge with ITIL Framework (IM, SR, and PM)
• Good Knowledge in Servers and Networking.
• Strong Knowledge with PC Hardware Structure Devices
• Strong Follow-Up skills (Deliveries, Calls Back, escalation, RCA, etc.)
• Advanced Customer Experience skills
• High capacity to analyze and synthesize
• Advanced Knowledge in Service Desk Best Practices and methodologies.
• Outstanding organizational and leadership skills with problem-solving ability
• Outstanding communication and interpersonal skills
• English Fluent, Portuguese Desirable
• Outstanding understanding in Service Desk SLA and KPI's
Activities to Perform:
• Develop objectives for the day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Collect and analyze service desk statistics (SLA trends, operational costs, ticket/contact Pareto sales rates.)
• Attend and resolve project escalations
• Implement process improvements projects to impact operational and financial effectiveness.
• Validate all project activities are aligned to the SOW.
• Interview and hire new team members.
• Evaluate team's performance with key metrics (FCR, FLR, AHT, ASA, ticket response/resolution times, backlog, etc.)
• Responsible for developing and implementing Service Desk operational best practices
• Responsible for developing new automation processes.
• Responsible for having all project documentation according to business guidelines.
• Develop career plans to support agents.
• Responsible for the mobility/growth of the team.
• Hire, coach, and provide training to personnel to maintain high customer service standards
• Develop team member agent's profiles.
• Responsible for new scope or project transition and stabilization.
• Inform operational Results to senior management through executive reports.
Why Cognizant?
Improve your career in one of the largest and fastest growing IT services providers worldwide
Receive ongoing support and funding with training and development plans
Have a highly competitive benefits and salary package
Get the opportunity to work for leading global companies
We are committed to respecting human rights and build a better future by helping your minds and the environment
We invest in people and their wellbeing.
We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.
At Cognizant we believe than our culture make us stronger!
Join us now!
#BeCognizant #IntuitionEngineered
Igualdad de Empleo y Política de Acción Afirmativa:
Cognizant es un empleador que ofrece igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, color, religión, origen nacional, discapacidad, estado de veterano protegido, edad o cualquier otra característica protegida por la ley.
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
Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. 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 protected characteristic as outlined 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.