Service Delivery Manager

Cognizant; 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

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. 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.