.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. Required Skills: +6 years of experience leading Service Desk operations 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) Strong experience with operational risk management. 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 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