About the role
As a Service Delivery Manager, you will make an impact by overseeing the delivery of infrastructure and support services, ensuring service levels are achieved, operational performance is maintained, and client expectations are consistently met. You will act as the primary point of contact for service governance, stakeholder management, escalations, and continuous service improvement. You will be a valued member of the Cloud Infrastructure and Security team and work collaboratively with the Engagement Delivery Lead.
In this role, you will
- Manage end-to-end service delivery, ensuring SLAs, KPIs, and operational commitments are consistently achieved.
- Act as the primary point of contact for customers and stakeholders, building strong relationships and ensuring alignment on service expectations.
- Lead incident, problem, and escalation management activities to ensure timely resolution and minimal business impact.
- Drive operational governance through regular service reviews, risk management, compliance monitoring, and performance management.
- Coordinate cross-functional teams and resources to ensure effective service delivery and operational support.
- Identify and implement continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.
- Oversee change management and service transition activities, ensuring operational readiness and successful adoption of new services.
- Develop and deliver service reporting, dashboards, and executive-level updates, providing actionable insights and recommendations for service improvement.
Work model
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days a week in a client or Cognizant office in Vancouver, BC. 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
- 7+ years of experience in IT Service Management (ITIL/ITSM).
- 5+ years of experience managing service delivery, SLAs, KPIs, and operational performance.
- Strong experience in customer and stakeholder management.
- Proficient in incident, problem, and escalation management.
- Strong background in operational governance, service reporting, and performance management.
- Experience leading cross-functional teams and coordinating resources across multiple support functions.
- Excellent communication, relationship management, and presentation skills.
- Proven ability to drive continuous improvement and service excellence initiative
These will help you stand out
- Experience managing infrastructure support or managed services engagements.
- Experience leading service transition and organizational change initiatives.
- Exposure to banking, financial services, or other highly regulated industries.
- Experience with ServiceNow or similar ITSM platforms.
- ITIL Foundation, ITIL Managing Professional, PMP, or ServiceNow certifications.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Total compensation
We regularly assess market data to ensure we offer a competitive compensation package for our associates. The base salary for this position ranges between $112,000.00 – 130,000.00 per year. Where the successful candidate may fall within the range depends on relevant education, work and/or management experience and other business-related and job-necessary qualifications. This position is also eligible for Cognizant’s discretionary annual performance-based bonus, as well as benefits that support your physical, mental and financial wellbeing.
Things to know before you apply
- Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
- Accommodations: 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.
- AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
- Open position: Unless otherwise stated, this job posting is for an open position on our team.
- Language proficiency: 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.
- Inclusion: 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.
About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
