Service Delivery Manager (Banking Domain)

Cognizant; Toronto; Hybrid; CAD 100,000 - 120,000; Full time

Job summary

Cognizant is seeking an experienced Service Delivery Manager to manage service delivery for a banking client in Toronto. The role involves oversight of service levels, metrics compilation, and driving customer satisfaction through continuous improvement strategies. Ideal candidates will have significant experience in ITIL and ServiceNow, with a strong ability to manage and motivate teams effectively.

Benefits

Hybrid work arrangement

Well-being programs

Qualifications

• 3+ years as Service Delivery Manager, total 10+ years of experience.
• Experience managing teams of 15+ members.
• Hands-on experience with service management tools and ITIL frameworks.

Responsibilities

• Oversee service delivery for banking clients ensuring service level adherence.
• Manage metrics like open tickets, drive continuous improvement.
• Proactively resolve service-related issues.

Skills

Service Delivery Management

Incident Management

Problem Management

Change Management

Performance Reporting

Client Interaction

ITIL Knowledge

Service Now Expertise

Risk Assessment

DB Scripting

Tools

ServiceNow

Job description

We are Seeking an experienced Service Delivery Manager to oversee the overall service delivery management for our banking client. The Service Delivery Managewill ensure adherence to Service Levels described in the agreement and collaborate closely with the client's service delivery team. The role involves managing the compilation of metrics around open tickets, backlog, aging, etc., and driving metrics-driven continuous improvement and customer satisfaction.

We are Cognizant Artificial Intelligence:

Digital technologies, including analytics and AI, give companies a once-in-a-generation opportunity to perform orders of magnitude better than ever before. However, clients need new business models built from analyzing customers and business operations at every angle to really understand them. With the power to apply artificial intelligence and data science to business decisions via enterprise data management solutions, we help leading companies prototype, refine, validate, and scale the most desirable products and delivery models to enterprise scale within weeks.

In this role, you will:

• Oversee overall service delivery management.
• Manage incident, problem, change, and release processes in alignment with ITIL best practices.
• Ensure adherence to Service Levels.
• Manage the compilation of metrics around open tickets, backlog, aging, etc.
• Drive metrics-driven continuous improvement and customer satisfaction.
• Proactively identify and resolve service-related issues to minimize operational impact.

What you’ll need to succeed (required skills):

• Candidate must have 3+ years of experience as a Service Delivery Manager with overall experience of 10+ years.
• Should have experience in handling team with 15+ members.
• Must have expertise in Service Now and ITIL.
• Hands-on experience with service management tools such as ServiceNow, including dashboard creation, incident tracking, and performance reporting.
• Must have experience in creating Service Now reports and dashboards.
• Strong working knowledge of ITSM frameworks (e.g., ITIL) and experience managing IT services in line with SLAs and KPIs.
• Strong understanding of risk assessment and mitigation in a service delivery context.
• Must have good experience in handling client and interacting with other business & technical teams at onsite.
• Good to have experience in DB scripting, Administration (Preferably on SQL Server & Netezza).
• Should have basic knowledge of ETL & Reporting dataflow.

What will help you stand out (preferred skills):

• Good to have Python scripting experience.
• Good to have basic understanding on AWS.
• ITIL certification is preferable.
• Banking Domain.

At Cognizant, we're eager to meet people who believe in our mission and can make an impact in various ways. We strongly encourage you to apply even if you only meet the required skills listed.Consider what transferrable experience and skills make you a unique applicant and help us see how you'd be beneficial to this role.

Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

Working Arrangements:

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 office in Toronto. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various well-being programs.

Note: 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.