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Director - Service Delivery

15 - 20 years

0 Lacs

Bangalore Urban Karnataka India

Posted:1 month ago| Platform: Linkedin logo

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Skills Required

service technology leadership drive strategy ai vision integration automation efficiency governance data model management design itil support analytics routing automate budgeting planning servicenow analyze collaborative communication

Work Mode

On-site

Job Type

Full Time

Job Description

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, is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.

LEADING AT COGNIZANT

This is a Leadership role at Cognizant. We believe how you lead is as important as what you deliver. Cognizant leaders at every level:

Drive our business strategy

and inspire teams around our future.

Live the leadership behaviors

, leading themselves, others and the business.

Uphold our Values

, role modeling them in every action and decision.

Nurture our people and culture

, creating a workplace where all can thrive.At Cognizant, leadership transcends titles and is embodied in actions and behaviors. We empower our leaders at every level to drive business strategy, inspire teams, uphold our values, and foster an inclusive culture. We invite you to see how you can contribute to our story.

ROLE RESPONSIBITILIES

  • Service Excellence Leadership: Oversee the end-to-end IT service desk function, ensuring high availability, responsiveness, and user satisfaction.
  • Define and Drive AI Strategy: Set the vision for enterprise-wide AI adoption, aligning with business goals and digital transformation initiatives.
  • Innovation Champion: Promote the integration of AI and automation into IT operations to enhance efficiency, reduce costs, and improve service quality.
  • Enterprise AI Governance: Establish frameworks for AI, data governance, model lifecycle management, and compliance.
  • Architectural Leadership: Guide the design of scalable, secure, and maintainable AI systems, including cloud-native and hybrid deployments.
  • Operational Excellence: Ensure the service desk meets SLAs, KPIs, and ITIL standards, with a focus on continuous improvement.
  • AI-Driven Support Automation: Implement AI tools such as virtual agents, predictive analytics, and intelligent ticket routing to streamline support.
  • AI-Enhanced ITSM Strategy: Integrate AI into IT Service Management platforms to automate workflows, enhance analytics, and improve decision-making.
  • Budgeting and Resource Planning: Manage budgets for AI initiatives and IT support operations, ensuring optimal resource allocation and ROI.

Job Requirements

  • Min 15-20 years experience in relevant role.
  • Must have experience using ServiceNow, ITSM, ITIL, GEN AI, Automation
  • Experience in managing service desk operations
  • Experience in any of ITSM tools & automation tools
  • Very good knowledge on ITIL processes
  • Ability to analyze the process gaps in SD and propose solutions
  • Experience in showcasing transformation initiatives to customers on the service desk/ automation area
  • Both application and infrastructure automation knowledge
  • GenAI related automation expertise.
  • Execution Excellence, Managing Teams, Build Collaborative Relations, Innovation, Effective Communication, Strategic Orientation, Client Focus, Managing Change

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