Delivery Manager – End User Services (EUS)

Delivery Manager – End User Services (EUS)

Please note, this role is not able to offer visa transfer or sponsorship now or in the future

Location : NYC/ Jersey City NJ ( Must be open to commute between both locations )

Full time

Position Summary

We are seeking an experienced Delivery Manager – End User Services (EUS) to lead and manage End User Computing operations, Deskside Support, and Workplace Engineering services across multiple client locations. The individual will be responsible for ensuring high-quality service delivery, operational excellence, customer satisfaction, and continuous improvement of End User Services while managing onsite teams in New Jersey (NJ) and New York (NY) .

This role requires a strong technical background in End User Computing, Service Delivery Management, ITIL processes, and team leadership. The successful candidate must be comfortable working onsite and leading distributed teams across both locations, with a requirement to be present in the office five days per week .

Key Responsibilities

Service Delivery Management

• Own end-to-end delivery of End User Services across NJ and NY locations.

• Ensure consistent achievement of SLA, KPI, and customer experience targets.

• Serve as the primary point of contact for delivery governance, escalations, and operational reviews.

• Drive service improvements through automation, process optimization, and operational best practices.

• Manage client expectations and maintain strong stakeholder relationships.

End User Computing (EUC)

• Oversee delivery of desktop, laptop, virtual desktop, mobile device, and peripheral support services.

• Manage endpoint lifecycle activities including provisioning, deployment, refresh, and retirement.

• Ensure compliance with enterprise security, patching, and device management standards.

• Support modern workplace initiatives and digital transformation programs.

Deskside Support Operations

• Lead onsite deskside support teams across NY and NJ locations.

• Ensure timely resolution of incidents, service requests, and VIP support requirements.

• Maintain high levels of end-user satisfaction through effective customer engagement.

• Drive root cause analysis and proactive problem management.

Engineering & Workplace Services

• Partner with engineering teams on endpoint technologies and workplace modernization initiatives.

• Support implementation and management of technologies such as:

• Microsoft Intune

• SCCM/MECM

• Microsoft 365

• Windows 10/11

• Active Directory

• Azure AD/Entra ID

• Mobile Device Management (MDM)

• Collaboration and conferencing solutions

• Lead deployment and adoption of new workplace technologies.

People Management

• Manage and develop a team of deskside support technicians and engineers across both locations.

• Conduct performance reviews, career development discussions, and succession planning.

• Ensure adequate staffing, scheduling, and coverage for business operations.

• Foster a culture of accountability, collaboration, and customer service excellence.

Governance & Reporting

• Conduct operational reviews and service governance meetings.

• Prepare executive dashboards and service performance reports.

• Track trends, risks, issues, and improvement opportunities.

• Manage vendor relationships and third-party service providers where applicable.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.

• 8+ years of IT experience with strong focus on End User Services and Service Delivery.

• 4+ years of leadership experience managing End User Computing and Deskside Support teams.

• Strong understanding of ITIL processes and service management best practices.

• Demonstrated experience managing multi-site support operations.

• Experience handling executive/VIP support environments.

• Excellent communication, stakeholder management, and problem-solving skills.

Preferred Certifications

• ITIL Foundation or higher

• Microsoft Certified: Modern Desktop Administrator

• Microsoft 365 Certifications

• PMP, Prince2, or equivalent project management certification

Technical Expertise

• End User Computing (EUC)

• Deskside Support Operations

• Microsoft Intune

• SCCM/MECM

• Microsoft 365

• Azure/Entra ID

• Windows Endpoint Management

• Mobile Device Management

• Incident, Problem, and Change Management

• Endpoint Security and Compliance

Work Location

• Onsite presence required across:

• New Jersey (NJ)

• New York (NY)

• Must be available 5 days per week in office .

• Travel between locations as required.

Success Factors

• Strong customer-first mindset.

• Proven ability to lead geographically dispersed teams.

• Focus on service excellence and operational efficiency.

• Ability to balance strategic initiatives with day-to-day operational management.

• Experience driving workplace technology transformation and continuous improvement initiatives.

The Salary for this position will be 99000 to 110000 yearly depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Disclaimer: The compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.