Retail IT Field Services Manager Schiphol-Rijk • Cognizant

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Retail IT Field Services Manager

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, innovative, and successful. This is your chance to be part of the success story: we are looking for IT Support Engineer 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:

This position will act as a service manager by delivering 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).

Job Description:

• 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.

· Ensuring ServiceNow tickets are effectively worked to resolution within a timely manner

• 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.
• Ensure Management of Full Time or Dispatch Engineers at various locations in the region via documented process to our Delivery and Partners.
• Create, develop and ,maintian Process Document of current service for the customer and Partner. Re-Design of current Service as per the new requirements. Manage Risks, Issues and action logs and obtain customer sign-offs.

· Being Point of Contact for IT Services Areas within Cognizant and Manage regional resources and Team Leads assigned to Field Services Delivery.

• Plan Resource Training Plans. Work closely with our Third Party Partner Network and manage service provided and relationships.
• Understanding of Desk side Support Management duties and process. Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
• Strong Customer and Vendor Relationship Management, Review and approve vendor invoices for payment, MIS and Reporting.
• Review with the Delivery Managers and other internal departments, inclduing lead periodic reviews with Customer and Vendors

What do you bring?

• Experiences as a service manager, IT manager, management, or any related field.
• An ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management, including retail support delivery experience, desirable. ITIL/PMI professional will be preferred
• Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment.
• Candidate should have a good understanding of brick and mortar Retail experience of desk-side desktop Management, maintenance, deployment, and vendor management.
• Understand Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.

• Good understanding of retail infrastructure. Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphone and POS hardware.
• Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications ie Office. Again, this is to enable understanding of the process and requirements when assessing and collecting process requirements and relaying them.
• Excellent problem-solving/quantitative/analytical skills, including can do attitude, together with flexibility with respect to time.
• Ability to provide consistent, excellent customer support to the entire staff, representing a variety of personalities and management levels.
• Good communication skills in English with stakeholder management skills , like working with multiple teams.

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!

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

De Cognizant Community
We zijn een team dat elkaar helpt om doelen te bereiken op het hoogste niveau. Zonder ons team zouden we niet in staat zijn om de huidige energieke, samenwerkende en inclusieve werkomgeving te behouden. Een omgeving gericht om iedereen te laten slagen. 

• Cognizant is een globale community van 300.000+ collega’s
• We dromen niet alleen van een betere wereld, wij helpen het te maken
• We zorgen voor onze mensen, de klanten, het bedrijf, de community en het klimaat door te doen wat goed is
• We zetten in op een innovatieve omgeving waar je zelf kan bouwen aan een carriere pad dat bij jou past. 

Over ons
Cognizant is een van ‘s wereldstoonaangevende professionele dienstverleningsbedrijven, die de bedrijfs-, operationele en technologiemodellen van klanten transformeert voor het digitale tijdperk. Onze unieke, op de industrie gebaseerde, consultatieve benadering helpt klanten bij het visualiseren, bouwen en beheren van innovatievere en efficiëntere bedrijven. Met het hoofdkantoor in de VS is Cognizant (een lid van de NASDAQ-100 en een van Forbes’ beste werkgevers ter wereld in 2024) consequent vermeld als een van de meest bewonderde bedrijven ter wereld. Leer hoe Cognizant klanten helpt digitaal te leiden op .

Cognizant is een werkgever die gelijke kansen biedt. Uw sollicitatie en kandidatuur worden niet in overweging genomen op basis van ras, huidskleur, geslacht, religie, geloofsovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enig ander kenmerk dat beschermd wordt door federale, staats- of lokale wetgeving.

Mocht je een handicap hebben en hulp nodig hebben bij het zoeken naar een baan of het solliciteren op een baan, stuur een mail naar . We zullen je verder helpen. 

Disclaimer: 
De informatie omtrent compensatie is accuraat ten tijde van deze posting. Cognizant heeft het recht om deze informatie aan te passen. Met lokale wetgeving in achtneming.