Cloud Service Delivery Lead

Cognizant Technology Solutions Corporation; Vancouver; Hybrid; CAD 112,000 - 130,000; Full time

Benefits offered by this job

Discretionary annual bonus

Benefits package for wellbeing

Job summary

Cognizant Technology Solutions Corporation in Vancouver, BC, is seeking a Service Delivery Manager to oversee infrastructure and support services, ensuring SLAs and KPIs are met while managing governance, stakeholder relationships, and continuous improvement.

The role is hybrid, requiring 3 days per week in a Cognizant office in Vancouver. You will lead incident, problem, and escalation management, coordinate cross-functional teams, and deliver service reporting with executive updates.

Qualifications

• 7+ years of experience in IT Service Management (ITIL/ITSM).
• 5+ years 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 initiatives.

Responsibilities

• 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.

Skills

ITIL/ITSM

Stakeholder management

Incident/Problem management

Governance & reporting

Cross-functional leadership

Communication & presentation

Continuous improvement

Education

ITIL Foundation

ITIL Managing Professional

PMP

ServiceNow certification

Tools

ServiceNow

Job description

Cognizant Technology Solutions Corporation in Vancouver, BC, is seeking a Service Delivery Manager to oversee infrastructure and support services, ensuring SLAs and KPIs are met while managing governance, stakeholder relationships, and continuous improvement.

The role is hybrid, requiring 3 days per week in a Cognizant office in Vancouver. You will lead incident, problem, and escalation management, coordinate cross-functional teams, and deliver service reporting with executive updates.