Service Delivery Manager
About the Role
We are seeking an experienced Service Delivery Manager to lead and optimize application support services for a global travel and hospitality client. This role is responsible for ensuring high-quality service delivery across enterprise applications, driving operational excellence, leading distributed support teams, and partnering with business and technology stakeholders to deliver reliable, scalable, and continuously improving support services.
In This Role, You Will
- Lead end-to-end delivery of L1.5 and L2 application support services across critical business applications.
- Manage geographically distributed support teams, ensuring appropriate coverage, operational readiness, and service quality.
- Govern incident, problem, change, knowledge, and major incident management processes to improve service stability and performance.
- Drive root cause analysis, corrective actions, and continuous improvement initiatives to reduce recurring production issues.
- Partner with client stakeholders, engineering, infrastructure, cloud, DevOps, security, and third-party teams to ensure seamless service delivery.
- Lead service optimization and shift-left initiatives, increasing automation, self-service capabilities, and operational efficiency.
- Measure and improve key operational metrics including SLA compliance, MTTA, MTTR, productivity, and customer satisfaction.
Work Model
Hybrid - This role requires working from the office 3 days per week. 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
- 18+ years of IT experience with significant expertise in enterprise application support and managed services delivery.
- Proven experience managing L1, L1.5, and L2 support teams in complex enterprise environments.
- Strong knowledge of ITIL-based service management practices and governance.
- Experience managing SLA- and KPI-driven service delivery engagements.
- Hands-on leadership experience in Incident, Problem, Change, Knowledge, and Major Incident Management.
- Experience driving operational transformation, automation, shift-left initiatives, and continuous service improvement programs.
- Working knowledge of enterprise application environments, including cloud platforms, APIs, microservices, databases, DevOps, monitoring, observability, and ITSM tools.
- Ability to analyze operational data and implement improvements that deliver measurable productivity and business outcomes.
- Understanding of GenAI, AIOps, and AI-driven operational automation concepts.
These Will Help You Stand Out
- Experience within the Travel, Hospitality, or Leisure industry.
- Experience implementing AI-assisted operations, incident management, and knowledge management solutions.
- Strong stakeholder management and executive communication skills.
Salary and Other Compensation
Applications will be accepted until 11/09/2026
The annual salary for this position is between $ $141,500 to $166,500 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits
Medical/Dental/Vision/Life Insurance
Paid holidays plus Paid Time Off
401(k) plan and contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan
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。
