Field Service Operations Lead - Onsite

Cognizant • Portland, OR

17d • Onsite

About The Position

The Field Service Operations Lead is accountable for end-to-end regional service delivery across Workplace Services, Field Services, and Device-as-a-Service (DaaS). The role requires strong delivery management experience, excellent English communication skills, and the ability to work directly with customers, global teams, and partners to ensure successful service delivery and SLA adherence.

Requirements

• Strong understanding of EUC, Field Services, and DaaS delivery models.
• Strong understanding ServiceNow ticketing systems, and ITIL processes.
• Deep knowledge of device lifecycle management (desktops, laptops, mobile devices).
• Ability to manage partners, contracts, and vendor relationships.
• Strong analytical, problem solving, and root cause analysis capabilities.
• Excellent communication skills in English (written and spoken) and local language.
• 10+ years of IT service delivery experience, with at least 5+ years in a Service delivery role.
• Experience with customer‑facing operations and SLA‑driven delivery environments.

Responsibilities

• Deliver Workplace, Field Services, and DaaS services for the region, ensuring SLA and KPI compliance.
• Manage service delivery performance, escalations, and customer expectations.
• Coordinate with global service delivery, engineering, and operations teams to ensure seamless delivery.
• Oversee demand management, new project onboarding, and transition activities.
• Manage regional delivery teams and third‑party partner networks.
• Drive continuous improvement, quality assurance, and operational excellence.
• Conduct customer reviews, vendor reviews, and internal stakeholder meetings.
• Ensure strong vendor management and field service operations capability.
• Engage with senior customer stakeholders during critical service-impacting events.
• Implement escalation matrices and governance to prevent repeat escalations.
• Ensure timely resolution of high-priority incidents through cross-functional coordination.
• Effectively handle escalations with a structured, proactive communication approach.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contribution
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed