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
Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.
