About the role:
As a Service Operations Manager, you will make an impact by ensuring stability, performance, and continuous improvement of critical business applications and service operations. You will be a valued member of the SEG Software Engineering AMS team and work collaboratively with client stakeholders, support teams, engineering teams, and cross-functional partners to deliver high-quality service management and operational excellence.
In this role, you will:
- Oversee the full lifecycle of ServiceNow incidents, problems, changes, and service requests to ensure timely resolution and service continuity.
- Lead daily operational reviews and client stand-up meetings to communicate issue status, priorities, and planned activities.
- Deliver Monthly Service Reviews (MSRs), presenting service metrics, key performance indicators, trends, and opportunities for improvement.
- Monitor production incidents and recurring issues, driving root cause analysis, problem management, and automation initiatives to reduce operational risk.
- Manage and support multiple integrated applications, ensuring the reliable operation of data feeds, scheduled jobs, and critical business processes.
- Troubleshoot application and system-level issues using monitoring, logging, and alerting tools.
- Partner with cross-functional teams to resolve complex issues and improve overall service delivery effectiveness.
- Drive continuous improvement and maintain operational documentation to support compliance, knowledge management, and service excellence.
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 4 days per week in a client or Cognizant office in Phoenix, Arizona. 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
- Strong understanding of ITSM processes including Incident, Problem, Change, and Request Management.
- Experience independently analyzing and resolving high-priority production incidents (P1/P2).
- Proven production supports experience in retail or eCommerce environments.
- Experience managing critical incidents and communicating effectively with business and technical stakeholders.
- Experience supporting enterprise applications and integrated system environments.
- Knowledge of ServiceNow and operational support best practices.
- Strong troubleshooting, analytical, and problem-solving skills.
- Experience working with React JS and Node JS applications.
These will help you stand out
- Exposure to cloud operations and cloud-based production support environments.
- Experience implementing automation and operational efficiency initiatives.
- Knowledge of service performance reporting, KPI tracking, and executive-level presentations.
- Experience supporting large-scale retail technology ecosystems.
- Ability to lead cross-functional teams and influence stakeholders across multiple business areas.
Salary and Other Compensation
· Applications will be accepted until 11/20/2026
· The annual salary for this position is between $117,000 to $135,000 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.
