The Service Delivery Manager (SDM) is responsible for day-to-day delivery and governance of production support services, ensuring service stability, SLA compliance, and client satisfaction. The SDM acts as the operational owner for incident, problem, and change management processes and coordinates across delivery teams and client stakeholders.
Responsibilities :
Service Governance & Reporting
Conduct daily,weekly operational reviews and monthly service reporting (SLA, KPI, CSAT).
Manage escalations and ensure timely resolution of critical incidents.
Operational Management
Oversee Incident, Problem, Change processes and ensure adherence to ITIL standards.
Drive root cause analysis and preventive measures to reduce recurring issues.
Maintain runbooks, SOPs, and knowledge base for supported applications.
Client & Stakeholder Engagement
Serve as primary contact for client operations teams manage expectations and communications.
Support governance forums (Operational and Program level) and provide actionable insights.
Continuous Improvement
Identify automation opportunities and implement process improvements.
Monitor service trends and recommend optimizations for cost and performance.
Required Skills & Experience:
20 years in IT service delivery with strong production support background.
Expertise in ITIL processes, SLA management, and incident problem resolution.
Strong stakeholder management and communication skills.
Success Metrics:
SLA compliance and reduction in MTTR.
Improved CSAT and reduced escalations.
Increased automation coverage and knowledge base utilization.
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 (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
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.