Service Design Lead

Senior Manager - Service Design Lead

Service Design lead is responsible for creating and orchestrating end to end service experience across workplace technology employee support and facilities within new or expanding Global Capability Center (GCC). The role ensures that all services are tailored and intentionally designed seamlessly integrated and aligned to GCC clients strategic and processes.

Responsibilities including employee experience standards and operational efficiency metrics. Job role covers facility operations admin support planning physical security and access control. Business and operational focus to translate clients needs into scalable user-centric and service delivery models.

• Define service delivery blueprint for workplace operations for GCCs (frontstage and backstage).
• Lead the design of integrated services journeys across IT FM Security and employee services.
• Benchmark and apply global service standards to ensure premium user experience.
• Collaborate with real-estate IT HR procurement and business stakeholders.
• Represent user and operational needs during site planning design implementation and operations.
• Lead discovery workshops to identify pain points expectations and service outcomes

Process Design and Optimization

• Create and document end to end services workflows and SOPs
• Identify automation self-service and digital touchpoints opportunities
• Ensure all services are measurable repeatable and compliance with SLAs and agreements with Clients/ GCCs requirements.

Program Management

• Drive service transition planning during GCC set-up: Day 0 to Day N support.
• Oversee vendor onboarding training and operational readiness.
• Ensure service continuity and readiness for handover top operations team.

Performance & continuous Improvement

• Define KPIs and success metrics as per Clients requirements
• Monitor service health and facilitate regular reviews and feedback loops.
• Champion continuous improvement and post occupancy refinement of services.

What we offer

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents —from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

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 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world.

Other employment-related information Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.