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
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。
