About the role
As an Lead IT Support Services – Onsite, you will make an impact by leading transition projects and steady‑state delivery for Onsite Support Services across the LATAM region. You will be a valued member of our IT Infrastructure team, working closely with regional leads, partner networks, and cross‑functional stakeholders to ensure consistent, high‑quality service delivery.
In this role, you will:
- Lead transition and transformation of Field Services and Onsite Support Services across multiple locations.
- Serve as the primary liaison for all OSS delivery activities, ensuring governance, risk management, issue resolution, and reporting.
- Analyze service operations—including SLAs, KPIs, ticket volumes, criticality, assets, and staffing—to define and optimize delivery requirements.
- Develop and review Statements of Work, SLAs, KPIs, service credits, and partner deliverables.
- Oversee regional OSS teams, including resource planning, knowledge transfer, training, and performance management.
Work model
This is an onsite role based in Brazil, requiring regular presence at a client or Cognizant office in the designated location.
What you need to have to be considered
- 10+ years of total experience, including 7+ years in IT service management, OSS, or EUC leadership roles.
- Fluency in Portuguese, English, and Spanish is required (both written and verbal communication across regional teams).
- Strong understanding of End User Computing, Deskside Support, break‑fix, IMAC, service requests, incident/problem/change/configuration management.
- Experience managing transitions involving external customers or incumbents.
- Background in managing geographically dispersed teams and third‑party service providers.
- Experience with ITIL-based processes and operational governance.
- Strong communication skills and the ability to interact effectively with stakeholders at all levels.
- Willingness to travel up to 60% within the LATAM region.
These will help you stand out
- Experience supporting manufacturing or factory environments.
- ITIL or PMI certification.
- Expertise in partner/vendor management and contract execution.
- Strong analytical, problem‑solving, negotiation, and escalation management skills.
- Ability to redesign processes, optimize service models, and drive operational excellence.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don’t hesitate to apply, even if you meet only the minimum requirements. Think about your transferable skills and unique strengths—you may be the perfect fit for this role.
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000 associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
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 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
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, state or local laws.
Disclaimer:
Compensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.