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Senior Service Delivery Manager

00071026871

Location: Palm Beach, Florida (ONSITE)

Cognizant is looking for a Senior Service Delivery Manager to own the end-to-end performance and relationship for End User Services: Service Desk, Field Support, Endpoint Management, Hardware and Software Asset Management (HAM/SAM) and Major Incident Management (MIM). The incumbent will also lead service improvement and AI-led transformation, moving the customer from reactive support to a proactive, automated and experience-led model.

About Cognizant’s CIS Practice:

Cognizant’s CIS (Cognizant Infrastructure Services) Practice is a global leader in providing IT infrastructure services. We deliver innovative solutions to optimize and transform IT infrastructure, ensuring business agility and operational efficiency. Our services include cloud computing, data center management, network services, and cybersecurity. We focus on understanding client needs and delivering customized solutions to drive business success.

In this role, you will:

Customer relationship and stakeholder management

  • Be the primary delivery contact for the customer's CIO, IT leadership and business heads; build trust at every level.
  • Run governance with the customer: daily operations calls, weekly service reviews, monthly SLA/MBR and quarterly business reviews with data-based reporting.
  • Handle escalations early and professionally; agree recovery plans with the customer and keep them informed until closure.
  • Understand the customer's business priorities, projects and pain points; turn them into service plans and improvements.
  • Represent the service in customer forums such as change boards, steering committees and audit meetings.
  • Gather customer feedback (CSAT, sentiment, executive feedback) and act on it visibly.

Service delivery and governance

  • Own SLA, KPI and OLA performance across all towers and explain results, risks and recovery plans clearly to the customer.
  • Direct offshore and vendor teams: align priorities, run performance reviews, manage service credits, corrective action plans and contract compliance.
  • Maintain a clear RACI and escalation path between customer teams, onsite staff, offshore delivery and vendors.
  • Protect the customer experience while managing delivery risks, resource gaps and dependencies.

Operations excellence

  • Deliver FCR, MTTR, CSAT, patch compliance and asset accuracy targets.
  • Oversee workforce planning, attrition, skills and capacity across onsite and offshore teams.
  • Apply ITIL practices (Incident, Problem, Change, Knowledge, Request) and integrate them with the customer's own processes and tools.

Major incident management

  • Lead or oversee major incident bridges and the onsite response, including executive and business communication during the incident.
  • Ensure RCA actions have owners and dates, and present RCA findings and prevention plans to customer leadership.
  • Keep incident criteria, runbooks and communication templates current and agreed with the customer.

Endpoint, HAM and SAM

  • Maintain endpoint compliance (for example 95%+ patch compliance) without disrupting business-critical devices.
  • Keep asset data accurate across the CMDB, discovery, procurement and finance; work with the customer's finance and procurement teams.
  • Lead vendor audit readiness and deliver measurable licence savings that the customer can verify.

Service improvement

  • Maintain a CSI register with baselines, owners and measured benefits; review it with the customer.
  • Use Lean, Six Sigma or similar methods to cut ticket volume, handling time and cost per ticket.
  • Prioritise improvements by business value, effort and alignment with the customer's goals.

AI and digital transformation

  • Lead the AI and automation roadmap with the customer: ticket routing, virtual agent, agent assist, knowledge generation and proactive remediation.
  • Use DEX tools (for example Nexthink) to detect issues early and automate fixes.
  • Build the business case and prove ROI: deflection, handle-time reduction, cost per ticket and adoption.
  • Manage AI risks (privacy, hallucination, access control, compliance) with the customer's security and legal teams, and lead change management with customer staff and our teams.

People, commercial and account support

  • Lead and develop onsite managers and team leads, and guide offshore leadership.
  • Manage budget and unit costs (cost per ticket, device and user) and show year-on-year productivity.
  • Support contract renewals, change requests and commercial discussions with the account lead; identify opportunities for new scope.
  • Make sure our people follow the customer's security, safety and conduct policies while working on their premises.

What you’ll need to succeed:

  • 15+ years in IT service delivery, with at least 5 years leading large multi-tower End User Services.
  • Proven customer-facing delivery leadership in an outsourced or managed-services environment, ideally embedded at a customer site.
  • Ownership of Service Desk plus at least two of Field Support, Endpoint, ITAM or MIM.
  • Strong ITIL knowledge (ITIL v4 Foundation required; Managing Professional preferred).
  • Hands-on experience with an ITSM platform (ServiceNow or similar) and an endpoint platform (Intune, SCCM, Jamf or Workspace ONE).
  • A record of measurable improvement and automation, with specific numbers.
  • Experience managing offshore teams and vendors against contracts and SLAs.
  • Executive-level communication, negotiation and presentation skills; calm judgement under pressure.

Preferred

  • Experience with Nexthink or other DEX tools, AIOps and AI-enabled service desk tools (virtual agent, Now Assist, Copilot).
  • Certifications: ITIL 4 Managing Professional, PMP or Prince2, Lean Six Sigma, IAITAM (CHAMP or CSAM).
  • Background in IT asset management and software audit management.
  • Experience in global or regulated enterprises.

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.

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

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.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include financial education, a pension plan with matching contributions, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

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Cognizant is great for those wanting to make the world a better place, as we create solutions with top technology partners to address complex problems for our clients.
Brigitte Roy Director of Strategy Alliances
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I’m supported by motivational leaders who empower me to grow in my career through learning programs, industry conferences and internal job moves. I’m proud of the career progression I’m making here.
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The moment I joined Cognizant, I felt like I belonged. I was heard and empowered to challenge ideas—and I still am to this day.
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Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
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