IT Service Delivery Manager

3 weken geleden

Amsterdam, Noord-Holland, Nederland Cognizant Voltijd

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 world's 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

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 SLA's, Assets, Call Volumes, Site criticality and customer requirements.

· Creation and review of required SLA's, KPI's, 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 or on 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

  • Service Delivery Manager Klant

    4 weken geleden

    Amsterdam, Noord-Holland, Nederland UWV IV Voltijd

    Service Delivery Manager Klant & ServiceVoor onze divisie Klant en Service zoeken wij een ervaren Service Delivery Manager die als schakel functioneert tussen ICT (Klant en Service IV) en de diverse afdelingen.Het zorgen voor goede en duidelijke afspraken over de door ons benodigde diensten zijn als service delivery manager jouw verantwoordelijkheid. Dit doe...

  • IT Technical Service Manager

    1 maand geleden

    Amsterdam, Noord-Holland, Nederland Cognizant Voltijd

    IT Technical Service 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...

  • Delivery manager e-mobility

    2 maanden geleden

    Amsterdam, Noord-Holland, Nederland Blink Charging Nederland Voltijd

    In de functie van Delivery Manager ben je de spin in het web in de levering, installatie en after-sales service van onze e-mobility oplossingen aan klanten in Nederland. Er is nog veel wat moet worden ingericht in onze werkprocessen, SLA's en ondersteunende IT-systemen en tooling. Je kunt terugvallen op onze IT-organisatie en jouw peers in UK & België. Ben...

  • Cloud Infrastructure Manager

    10 uur geleden

    Amsterdam, Noord-Holland, Nederland CRH Voltijd

    About the RoleWe are seeking a highly skilled and experienced Infrastructure Service Manager to join our IT team in Amsterdam. As a key member of our team, you will be responsible for overseeing the technical management of our Private and Public Cloud offering, ensuring minimal downtime and improved stability.Key ResponsibilitiesManage the day-to-day...

  • IT System Manager

    8 uur geleden

    Amsterdam, Noord-Holland, Nederland Independent Recruiters Voltijd

    We're seeking an experienced IT Director to join our team at Independent Recruiters. As a key member of our organization, you will be responsible for driving the transformation of our IT department to a new level of maturity.Job Description - IT DirectorKey Responsibilities:Develop and Implement Strategic IT Initiatives: Collaborate with senior leadership to...

  • Reward Delivery Manager

    1 maand geleden

    Amsterdam, Noord-Holland, Nederland Takeaway Voltijd

    This position can be worked from our Amsterdam or London office. Ready for a ChallengeThen Just Eat might be the place for you. We're a leading global online food delivery platform, and our vision is to empower everyday convenience. Whether it's a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of...

  • IT Service Management Consultant

    9 uur geleden

    Amsterdam, Noord-Holland, Nederland BearingPoint Voltijd

    About the RoleBearingPoint is seeking an experienced IT Service Management Consultant to join our team. As an ITSM Consultant, you will play a key role in driving the adoption, optimization, and iteration of IT service management technology platforms.Key ResponsibilitiesDesign, build, and deliver tailored IT service management solutions for our clients using...

  • IT Systems Specialist Microsoft

    6 uur geleden

    Amsterdam, Noord-Holland, Nederland Ecoser-IT Voltijd

    About Ecoser-ITEcoser-IT is a leading provider of IT services and solutions, dedicated to helping businesses like Rabobank Wholesale Rural and Retail achieve their goals through innovative technology.Job SummaryWe are seeking an experienced Operations Engineer to join our team at Ecoser-IT. As an Operations Engineer, you will be responsible for supporting...

  • Functional Application Manager

    9 uur geleden

    Amsterdam, Noord-Holland, Nederland Knab Voltijd

    About the RoleKnab, a pioneering financial services company, is seeking a skilled Functional Application Manager to join its IT Service Management organization. As a key member of the team, you will be responsible for ensuring the stability and efficiency of our IT systems.Key ResponsibilitiesConfigure and manage Identity and Access Management (IAM) systems,...

  • IT Director

    10 uur geleden

    Amsterdam, Noord-Holland, Nederland Independent Recruiters Voltijd

    Job Title: IT DirectorWe are seeking an experienced IT Director to join our team at Independent Recruiters. As a key member of our organization, you will play a crucial role in driving the transformation of our IT department to a new level of maturity.Key Responsibilities:Develop and Implement Strategic IT Initiatives: Collaborate with our leadership team to...

  • Senior Beleidsmedewerker

    9 uur geleden

    Amsterdam, Noord-Holland, Nederland Yacht Voltijd

    Het UWV is op zoek naar een Senior Beleidsmedewerker!Het Werkbedrijf werkt de komende jaren aan het vernieuwen van het applicatielandschap vanuit het programma WorkIt. Doel van dit programma is het afbouwen van het huidige maatwerk applicatielandschap en het in implementeren en in gebruik nemen van een applicatielandschap dat zoveel mogelijk bestaat uit...

  • IT Service Continuity Specialist

    6 uur geleden

    Amsterdam, Noord-Holland, Nederland Yacht Voltijd

    About the RoleWe are seeking a highly skilled IT Risk and Continuity Manager to join our team at Yacht. As a key member of our IT organization, you will be responsible for ensuring the day-to-day availability of our IT systems and infrastructure.Key ResponsibilitiesDevelop and maintain our IT Service Continuity Management (ITSCM) process and planIdentify...

  • Infrastructure Technical Delivery and Support Engineer

    4 weken geleden

    Amsterdam, Noord-Holland, Nederland MUFG Voltijd

    Do you want your voice heard and your actions to count?Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 7th largest financial group in the world. Across the globe, we're 120,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships,...

  • Client Delivery Manager

    10 uur geleden

    Amsterdam, Noord-Holland, Nederland Jobs for Humanity Voltijd

    About the RoleWe are seeking an experienced Client Relationship Manager II to join our team at Jobs for Humanity. As a key member of our Client Service Management team, you will be responsible for managing client relationships and delivering exceptional service to our clients in the financial services industry.Key ResponsibilitiesAct as an escalation point...

  • IT Manager

    4 weken geleden

    Amsterdam, Noord-Holland, Nederland GVB Voltijd

    IT-Manager (Operatie en Techniek)Het onderdeel IT en Innovatie zorgt voor de bedrijfszekerheid van GVB's informatietechnologie en voor innovaties mogelijk gemaakt door deze technologie. De IT ontwikkeling komt voort uit vragen vanuit de Business en we gaan een transformatie aan van uitvoering naar regieorganisatie, waarbij de operationele IT-taken zoveel...

  • Experienced IT Support Specialist

    10 uur geleden

    Amsterdam, Noord-Holland, Nederland Knab Voltijd

    Experienced IT Support Specialist About Knab At Knab, we are committed to transforming the financial landscape by providing innovative solutions that simplify and enhance our customers' financial experiences. Our mission is to empower individuals to manage their finances with confidence and ease. By leveraging advanced technology alongside exceptional...

  • IT Manager

    1 maand geleden

    Amsterdam, Noord-Holland, Noord-Holland, Nederland GVB Voltijd

    IT-Manager (Operatie en Techniek)Ben jij een ervaren IT-manager met affiniteit voor het openbaar vervoer? Wil jij werken in een dynamische omgeving waarin je kunt bijdragen aan het verbeteren van het reizen met het openbaar vervoer in Amsterdam? Dan is een rol bij GVB wellicht iets voor jou!Het onde

  • IT Manager

    4 weken geleden

    Amsterdam, Noord-Holland, Nederland GVB Voltijd

    IT-Manager (Operatie en Techniek) Het onderdeel IT en Innovatie zorgt voor de bedrijfszekerheid van GVB's informatietechnologie en voor innovaties mogelijk gemaakt door deze technologie. De IT ontwikkeling komt voort uit vragen vanuit de Business en we gaan een transformatie aan van uitvoering naar regieorganisatie, waarbij de operationele IT-taken...

  • Service Delivery Expert

    6 uur geleden

    Amsterdam, Noord-Holland, Nederland STAFIDE Voltijd

    Job SummaryWe are seeking a highly skilled Desk Support Specialist to join our team at STAFIDE. As a key member of our organization, you will be responsible for delivering exceptional service to our clients and driving business growth.Key ResponsibilitiesAccount Management: Identify and implement initiatives to reduce attrition rates and improve productivity...

  • Courier Delivery Specialist

    8 uur geleden

    Amsterdam, Noord-Holland, Nederland Adecco Voltijd

    About the RoleWe are seeking a skilled and independent delivery associate to join our team at Adecco. As a courier delivery specialist, you will be responsible for delivering food and other items to customers in a timely and efficient manner.Key ResponsibilitiesDeliver food and other items to customers in a timely and efficient mannerUse the Uber Eats app to...