About the group:
Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.
*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
Role: Service Delivery Manager-Infra
Location: Montpelier, Vermont
Mandatory skills: Service Delivery Management (SLA/KPI/OLA ownership) , ITIL Process Management (Incident/Problem/Change), Stakeholder & Vendor Governance, Managing Azure Cloud/ AWS Cloud / Desktop Support Operations (Basic knowledge)
Responsible for the day-to-day leadership and performance of Desktop Support, Desktop Engineering, and Azure Support towers. This role leads a team of Tower Leads/Team Leads, driving operational excellence, people development, and continuous improvement, while partnering closely with the Director/Head of Service Delivery on strategic planning, governance, and stakeholder management. The role is expected to operate independently on operational and people matters while escalating strategic, financial, and contractual decisions appropriately.
Key Responsibilities
1. Service Delivery Management
• Own operational delivery for Desktop Support, Desktop Engineering, and Azure Support towers, ensuring SLA/KPI/OLA adherence.
• Monitor performance dashboards and consolidate daily/weekly/monthly reporting on ticket volumes, resolution times, backlog, and CSAT for leadership review.
• Drive Incident, Problem, and Change Management execution across towers; ensure RCA is completed and tracked to closure for major incidents.
• Act as a key escalation point for high-severity issues, coordinating cross-functional resolution and keeping the next level leadership informed.
• Maintain operational readiness and support business continuity planning for each tower.
2. People & Supervisory Management
• Directly supervise Tower Leads / Team Leads, setting clear performance goals, conducting regular 1:1s, and reviewing team KPIs with them.
• Own day-to-day people management responsibilities: attendance and shift adherence, workload distribution, and performance issues within the towers.
• Conduct performance appraisals for direct reports (Tower/Team Leads) and guide them in conducting appraisals for their own teams.
• Identify skill gaps and coordinate training/upskilling plans, especially on Azure and modern endpoint management tools.
• Manage resource capacity planning, shift scheduling, and staffing adequacy in partnership with Tower Leads.
• Handle first-level people escalations (conflicts, grievances, morale issues) and involve HR/Director as needed for complex cases.
• Support recruitment and onboarding for tower-level roles; provide input on hiring decisions for leads.
• Mentor and coach Tower Leads to strengthen their own people-management capabilities, effectively building a second layer of leadership.
• Drive engagement and retention initiatives within the towers (recognition programs, career conversations, feedback loops).
• 3. Governance & Stakeholder Support
• Support and co-lead governance calls (weekly/monthly/quarterly) with internal and external stakeholders; own agenda preparation and follow-ups.
• Build and maintain relationships with business stakeholders, vendors, and cross-functional IT teams (Security, Network, Applications).
• Support vendor/OEM coordination (Microsoft, hardware vendors) for day-to-day escalations and performance tracking.
• Prepare service scorecards and dashboards for executive reporting, in partnership with the next level leadership.
4. Continuous Improvement & Automation
• Identify and implement automation, self-healing, and shift-left opportunities to reduce ticket volume and improve resolution times.
• Drive ITIL-aligned process improvements across towers and track adoption/compliance.
• Lead problem management initiatives at the tower level to reduce recurring incidents.
• Champion ITSM tool adoption (ServiceNow, Remedy, etc.) and ensure process compliance among teams.
• 5. Financial & Contract Support
• Support budget tracking and cost optimization efforts for infrastructure services within assigned towers.
• Help ensure contractual obligations (SOW/MSA) are met at the operational level; flag risks.
• Track cost-to-serve metrics and surface efficiency opportunities.
6. Risk, Compliance & Security
• Ensure tower-level compliance with security policies, audit requirements, and regulatory standards.
• Support audit readiness and drive remediation of findings related to desktop and cloud infrastructure.
• Enforce patch compliance, endpoint security, and access management standards within teams.
Required Skills & Experience
• 7+ years in IT service delivery/infrastructure operations, including 5+ years in a supervisory/people-management role (managing leads or senior analysts).
• Experience managing or supporting multi-tower operations (Desktop Support, Desktop Engineering, Cloud/Azure).
• Demonstrated ability to coach and develop team leads, manage performance, and handle people escalations.
• Working knowledge of ITIL processes; ITIL Foundation certification required, Intermediate/Practitioner preferred.
• Familiarity with ITSM platforms (ServiceNow) and reporting/dashboarding tools.
• Strong communication skills — capable of representing the team in governance calls and stakeholder meetings.
• Financial/contract management (budget tracking, SOW awareness)
Compensation: We are offering between $140,000 – $165,000. Applications will be accepted until Oct 9, 2026.Cognizant will only consider applicants for this position who are legally authorized to work in US without requiring employer sponsorship, now or at any time in the future.
Disclaimer: The salary, other 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.
*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
