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.
Over Cognizant
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.
Aanvullende arbeidsinformatie
De informatie over de beloning is correct op de datum van deze vacature. Cognizant behoudt zich het recht voor om deze informatie op elk moment te wijzigen, met inachtneming van de toepasselijke wetgeving.
Van sollicitanten kan worden verwacht dat zij gesprekken bijwonen, persoonlijk of via een videogesprek. Daarnaast kan van kandidaten worden gevraagd om tijdens elk gesprek een geldig, door de overheid uitgegeven identiteitsbewijs (zoals een identiteitskaart of paspoort) te tonen.
Cognizant is een werkgever die gelijke kansen biedt. Je sollicitatie en kandidatuur worden niet beoordeeld op basis van ras, huidskleur, geslacht, religie, levensovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enige andere eigenschap die wordt beschermd door federale, regionale of lokale wetgeving.
