Service Delivery Manager
About the Role
We are seeking an experienced Service Delivery Manager to lead and optimize application support services for a global travel and hospitality client. This role is responsible for ensuring high-quality service delivery across enterprise applications, driving operational excellence, leading distributed support teams, and partnering with business and technology stakeholders to deliver reliable, scalable, and continuously improving support services.
In This Role, You Will
- Lead end-to-end delivery of L1.5 and L2 application support services across critical business applications.
- Manage geographically distributed support teams, ensuring appropriate coverage, operational readiness, and service quality.
- Govern incident, problem, change, knowledge, and major incident management processes to improve service stability and performance.
- Drive root cause analysis, corrective actions, and continuous improvement initiatives to reduce recurring production issues.
- Partner with client stakeholders, engineering, infrastructure, cloud, DevOps, security, and third-party teams to ensure seamless service delivery.
- Lead service optimization and shift-left initiatives, increasing automation, self-service capabilities, and operational efficiency.
- Measure and improve key operational metrics including SLA compliance, MTTA, MTTR, productivity, and customer satisfaction.
Work Model
Hybrid - This role requires working from the office 3 days per week. 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
- 18+ years of IT experience with significant expertise in enterprise application support and managed services delivery.
- Proven experience managing L1, L1.5, and L2 support teams in complex enterprise environments.
- Strong knowledge of ITIL-based service management practices and governance.
- Experience managing SLA- and KPI-driven service delivery engagements.
- Hands-on leadership experience in Incident, Problem, Change, Knowledge, and Major Incident Management.
- Experience driving operational transformation, automation, shift-left initiatives, and continuous service improvement programs.
- Working knowledge of enterprise application environments, including cloud platforms, APIs, microservices, databases, DevOps, monitoring, observability, and ITSM tools.
- Ability to analyze operational data and implement improvements that deliver measurable productivity and business outcomes.
- Understanding of GenAI, AIOps, and AI-driven operational automation concepts.
These Will Help You Stand Out
- Experience within the Travel, Hospitality, or Leisure industry.
- Experience implementing AI-assisted operations, incident management, and knowledge management solutions.
- Strong stakeholder management and executive communication skills.
Salary and Other Compensation
Applications will be accepted until 11/09/2026
The annual salary for this position is between $ $141,500 to $166,500 depending on experience and other qualifications of the successful candidate. 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
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
