**Job summary** The Program Manager will oversee the Service Desk operations in a hybrid work model ensuring seamless day-to-day activities. With 8 to 12 years of experience the candidate will drive efficiency and innovation in service delivery. This role requires a strategic thinker who can enhance customer satisfaction and contribute to the companys growth and societal impact. **Responsibilities** 1Manages all activities in the Delivery center 2Coordinates Knowledge Managers Escalation Managers and Incident Managers and makes sure they are aligned 3Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity supports role of WFM Workforce Management 4Ensures process changes are implemented 5Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs 6Reviews and followsup on ticketbased Customer Satisfaction CSAT reviews within the delivery center 7Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads 8Reviews escalations and implements corrective and preventive actions on DC level 9Initiates and manage against the Service Improvement Plan SIP and Continuous Improvement Plan CIP 10Supervises performance of the team and is responsible for their qualification 11Attends the monthly governance meeting Team Leads meeting Requirements Experience 10 years in IT service desk management or similar leadership roles Education Bachelors degree in IT Computer Science or related field preferred 7 years in IT technical support managerial roles Experience managing international clients preferably USbased Strong knowledge of SLAdriven technical support projects **Certifications Required** Service Desk Manager Certification 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.