Position: Service Desk COE Lead / Manager

Experience: 10+ Years

Location: Bangalore, Chennai

Role Summary

We are seeking an experienced Service Desk COE professional with strong operational governance, solutioning, and RFP/RFI experience. The candidate should have extensive experience managing large-scale Service Desk operations and supporting presales engagements through solution design, pricing inputs, transition planning, and proposal development.

Key Responsibilities

- Drive Service Desk Center of Excellence (COE) initiatives and operational excellence programs.
- Design and develop Service Desk solutions for client opportunities across global accounts.
- Contribute to RFP, RFI, RFQ responses, including solution architecture, staffing models, SLAs, KPIs, and transition plans.
- Work closely with Sales, Presales, Delivery, and Practice teams during bid management activities.
- Define support models for L1 Service Desk, Remote Desktop Support, and End User Computing services.
- Prepare effort estimations, resource planning, operational frameworks, and service improvement plans.
- Support client discussions, due diligence sessions, and solution presentations.
- Drive service transformation, automation,



shift-left initiatives, and productivity improvements.
- Establish governance mechanisms and operational reporting for service delivery.
- Ensure adherence to ITIL best practices and service management standards.

Mandatory Skills
- 10+ years of experience in IT Service Desk / End User Support Operations.
- Strong exposure to Service Desk COE activities.
- Hands-on experience in Solutioning and Presales support.
- Experience in preparing RFP/RFI/RFQ responses.
- Expertise in SLA, KPI, Staffing Models, and Transition Planning.
- Positive understanding of ServiceNow and ITSM processes.
- Experience managing global operations and multi-geography service delivery.
- Excellent stakeholder management and client-facing communication skills.

Preferred Skills
- ITIL Certification.
- Experience in Automation, AI Operations, Virtual Agent, or End User Experience Management.
- Exposure to pricing models and cost optimization initiatives.
- Experience supporting large enterprise customers.

Interrested candidates apply below link https://forms.cloud.microsoft/r/HgJtz95k4d

📌 Service Desk COE (Operations / Solutioning / RFP) (Bengaluru)
🏢 Cognizant
📍 Bengaluru