About the role
As a Service Delivery Manager, you will make an impact by overseeing the delivery of infrastructure and support services, ensuring service levels are achieved, operational performance is maintained, and client expectations are consistently met. You will act as the primary point of contact for service governance, stakeholder management, escalations, and continuous service improvement. You will be a valued member of the Cloud Infrastructure and Security team and work collaboratively with the Engagement Delivery Lead.
In this role, you will
- Manage end-to-end service delivery, ensuring SLAs, KPIs, and operational commitments are consistently achieved.
- Act as the primary point of contact for customers and stakeholders, building strong relationships and ensuring alignment on service expectations.
- Lead incident, problem, and escalation management activities to ensure timely resolution and minimal business impact.
- Drive operational governance through regular service reviews, risk management, compliance monitoring, and performance management.
- Coordinate cross-functional teams and resources to ensure effective service delivery and operational support.
- Identify and implement continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.
- Oversee change management and service transition activities, ensuring operational readiness and successful adoption of new services.
- Develop and deliver service reporting, dashboards, and executive-level updates, providing actionable insights and recommendations for service improvement.
Work model
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days a week in a client or Cognizant office in Vancouver, BC. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you need to have to be considered
- 7+ years of experience in IT Service Management (ITIL/ITSM).
- 5+ years of experience managing service delivery, SLAs, KPIs, and operational performance.
- Strong experience in customer and stakeholder management.
- Proficient in incident, problem, and escalation management.
- Strong background in operational governance, service reporting, and performance management.
- Experience leading cross-functional teams and coordinating resources across multiple support functions.
- Excellent communication, relationship management, and presentation skills.
- Proven ability to drive continuous improvement and service excellence initiative
These will help you stand out
- Experience managing infrastructure support or managed services engagements.
- Experience leading service transition and organizational change initiatives.
- Exposure to banking, financial services, or other highly regulated industries.
- Experience with ServiceNow or similar ITSM platforms.
- ITIL Foundation, ITIL Managing Professional, PMP, or ServiceNow certifications.
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 only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Total compensation
We regularly assess market data to ensure we offer a competitive compensation package for our associates. The base salary for this position ranges between $112,000.00 – 130,000.00 per year. Where the successful candidate may fall within the range depends on relevant education, work and/or management experience and other business-related and job-necessary qualifications. This position is also eligible for Cognizant’s discretionary annual performance-based bonus, as well as benefits that support your physical, mental and financial wellbeing.
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。
