Responsibilities
• Establish and operate a robust governance model including weekly, monthly, and quarterly service reviews with senior customer stakeholders
• Ensure SLAs and OLAs are consistently met, drive operational KPIs, and lead continuous service improvement initiatives
• Coordinate seamlessly across multi‑tower teams including Applications, Infrastructure, Cloud, Network, Security, and Service Desk
• Act as the primary onsite point of contact for customer leadership, managing communications, expectations, and escalations
• Translate customer business priorities into actionable delivery plans and execution roadmaps
• Oversee incident, problem, and change management processes to ensure service stability and risk mitigation
• Drive root cause analysis, preventive actions, and operational risk management initiatives
• Ensure compliance with customer processes, security standards, contractual obligations, and audit requirements
• Lead and mentor a large cross‑functional delivery organisation, driving accountability and high performance
• Support workforce planning, hiring, onboarding, and overall team capability development
• Own program financials including P&L management, budgeting, forecasting, and cost optimisation
• Ensure contract compliance, SOW governance, and effective change order management
• Identify opportunities for growth, transformation, automation, and long‑term value creation
• Partner with customer teams to define and execute a multi‑year transformation and modernisation roadmap
Required Skills/Qualifications
• Strong expertise in Application Support, Infrastructure Operations, Cloud services, and ITIL‑based service management
• Proven experience leading large, global 24×7 delivery teams across multiple service towers
• Demonstrated ability in delivery governance, service operations, and performance management
• Excellent executive communication, stakeholder management, and customer‑facing leadership skills
• Strong analytical, problem‑solving, and decision‑making capabilities
• Experience working onsite with enterprise customers
• Proven experience managing program financials, contracts, and service delivery engagements
Preferred Qualifications/Skills
• Professional certifications such as PMP, ITIL, Scrum Master, or relevant Cloud certifications
Salary and Other Compensation:
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
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
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.
Other employment-related information
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, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
