Service Delivery Manager - Pega ADM

Service Delivery Manager – PEGA ADM

English Required | Hybrid (2 Days per Week from Madrid Office)

Are you a delivery leader passionate about driving operational excellence, managing high-performing teams, and delivering outstanding business outcomes?

At Cognizant Spain, you'll join a collaborative and international environment where you'll lead strategic PEGA ADM services, drive innovation, and help shape the future of service delivery.

Why choose us?

LEADERSHIP & IMPACT
Take ownership of end-to-end PEGA ADM delivery, leading maintenance, enhancements, and platform evolution initiatives.

TEAMWORK
Work alongside experienced professionals in a collaborative and supportive environment.

INTERNATIONAL EXPOSURE
Partner with global teams and stakeholders across different geographies.

CAREER GROWTH
Develop your leadership, delivery, and PEGA expertise through challenging projects and continuous learning opportunities.

Other benefits

• Permanent contract
• Restaurant tickets
• Referral program
• Competitive salary and benefits package
• Hybrid working model (2 days per week from the Madrid office)

What will make you successful in this position?

Mandatory

• Experience as a Service Delivery Manager, Engagement Manager, or similar leadership role within Application Development & Maintenance services.
• Strong experience managing end-to-end delivery, governance, stakeholder relationships, and service performance.
• Knowledge of PEGA platforms and delivery models.
• Experience managing delivery financials, resource planning, staffing, and delivery optimization.
• Proven track record managing SLAs, KPIs, KRAs, and service quality.
• Strong risk management, problem-solving, and decision-making skills.
• Experience leading distributed teams in international environments.
• Excellent communication and stakeholder management skills.
• Professional level of English.

Desirable

• PEGA certifications or previous PEGA delivery experience.
• Experience implementing AI and GenAI-driven delivery improvements.
• Knowledge of PEGA AI capabilities, including Next Best Action and predictive analytics.
• Experience with Agile delivery methodologies and continuous improvement initiatives.

What will you do?

• Own end-to-end PEGA ADM service delivery across maintenance, enhancement, and upgrade workstreams.
• Act as the main point of accountability for delivery performance and stakeholder engagement.
• Manage program governance, financial performance, resource capacity, and delivery efficiency.
• Monitor SLAs, KPIs, and service outcomes, ensuring operational excellence and service quality.
• Identify and mitigate delivery risks while driving continuous improvement.
• Define and evolve delivery operating models, frameworks, and best practices.
• Drive adoption of AI, GenAI, automation, predictive analytics, and intelligent service management.
• Prepare and present governance reports to senior stakeholders.
• Mentor and support teams, fostering knowledge growth and high performance.

To sum up!

Apply to this position if you are looking for an opportunity to lead complex PEGA delivery services, drive innovation through AI, and make a real impact within a global and collaborative environment.