The Service Delivery Manager (SDM) is responsible for day-to-day delivery and governance of production support services, ensuring service stability, SLA compliance, and client satisfaction. The SDM acts as the operational owner for incident, problem, and change management processes and coordinates across delivery teams and client stakeholders.
Responsibilities :
Service Governance & Reporting
Conduct daily,weekly operational reviews and monthly service reporting (SLA, KPI, CSAT).
Manage escalations and ensure timely resolution of critical incidents.
Operational Management
Oversee Incident, Problem, Change processes and ensure adherence to ITIL standards.
Drive root cause analysis and preventive measures to reduce recurring issues.
Maintain runbooks, SOPs, and knowledge base for supported applications.
Client & Stakeholder Engagement
Serve as primary contact for client operations teams manage expectations and communications.
Support governance forums (Operational and Program level) and provide actionable insights.
Continuous Improvement
Identify automation opportunities and implement process improvements.
Monitor service trends and recommend optimizations for cost and performance.
Required Skills & Experience:
20 years in IT service delivery with strong production support background.
Expertise in ITIL processes, SLA management, and incident problem resolution.
Strong stakeholder management and communication skills.
Success Metrics:
SLA compliance and reduction in MTTR.
Improved CSAT and reduced escalations.
Increased automation coverage and knowledge base utilization.
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.