Service Delivery Manager - Pega ADM

Cognizant; Comunidad de Madrid; Presencial; EUR 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Restaurant tickets

Permanent contract

Referral program

Competitive salary

Descripción de la vacante

Cognizant Spain is seeking a Service Delivery Manager for PEGA ADM to lead end-to-end delivery across maintenance, enhancements, and upgrades. You will oversee cross-functional teams, govern performance, and collaborate with international stakeholders.

The role requires English proficiency, a hybrid work model with 2 days in Madrid, and a track record of managing PEGA platforms, delivery metrics, and R&D initiatives to drive AI-enabled improvements.

Formación

• Experience as a Service Delivery Manager or similar leadership role in Application Development & Maintenance services.
• Strong delivery governance, stakeholder management, and service performance experience.
• Knowledge of PEGA platforms and delivery models.
• Experience managing delivery financials, resource planning, staffing, and delivery optimization.
• Proven track record managing SLAs, KPIs, KRAs, and service quality.
• Strong risk management and decision-making skills.
• Experience leading distributed teams in international environments.
• Excellent communication and stakeholder management skills.
• Professional level of English.

Responsabilidades

• Own end-to-end PEGA ADM service delivery across maintenance, enhancement, and upgrade workstreams.
• Act as the main point of accountability for delivery performance and stakeholder engagement.
• Manage program governance, financial performance, resource capacity, and delivery efficiency.
• Monitor SLAs, KPIs, and service outcomes, ensuring operational excellence and service quality.
• Identify and mitigate delivery risks while driving continuous improvement.
• Define and evolve delivery operating models, frameworks, and best practices.
• Drive adoption of AI, GenAI, automation, predictive analytics, and intelligent service management.
• Prepare and present governance reports to senior stakeholders.
• Mentor and support teams, fostering knowledge growth and high performance.

Conocimientos

Leadership

Delivery governance

Stakeholder management

English proficiency

PEGA knowledge

AI/GenAI awareness

Agile delivery

Budgeting & cost control

Herramientas

PEGA ADM

PEGA platforms

Descripción del empleo

Service Delivery Manager – PEGA ADM

English Required | Hybrid (2 Days per Week from Madrid Office)

Are you a delivery leader passionate about driving operational excellence, managing high-performing teams, and delivering outstanding business outcomes?

At Cognizant Spain, you'll join a collaborative and international environment where you'll lead strategic PEGA ADM services, drive innovation, and help shape the future of service delivery.

Why choose us?

LEADERSHIP & IMPACT
Take ownership of end-to-end PEGA ADM delivery, leading maintenance, enhancements, and platform evolution initiatives.

TEAMWORK
Work alongside experienced professionals in a collaborative and supportive environment.

INTERNATIONAL EXPOSURE
Partner with global teams and stakeholders across different geographies.

CAREER GROWTH
Develop your leadership, delivery, and PEGA expertise through challenging projects and continuous learning opportunities.

Other benefits

• Permanent contract
• Restaurant tickets
• Referral program
• Competitive salary and benefits package
• Hybrid working model (2 days per week from the Madrid office)

What will make you successful in this position?

Mandatory

• Experience as a Service Delivery Manager, Engagement Manager, or similar leadership role within Application Development & Maintenance services.
• Strong experience managing end-to-end delivery, governance, stakeholder relationships, and service performance.
• Knowledge of PEGA platforms and delivery models.
• Experience managing delivery financials, resource planning, staffing, and delivery optimization.
• Proven track record managing SLAs, KPIs, KRAs, and service quality.
• Strong risk management, problem-solving, and decision-making skills.
• Experience leading distributed teams in international environments.
• Excellent communication and stakeholder management skills.
• Professional level of English.

Desirable

• PEGA certifications or previous PEGA delivery experience.
• Experience implementing AI and GenAI-driven delivery improvements.
• Knowledge of PEGA AI capabilities, including Next Best Action and predictive analytics.
• Experience with Agile delivery methodologies and continuous improvement initiatives.

What will you do?

• Own end-to-end PEGA ADM service delivery across maintenance, enhancement, and upgrade workstreams.
• Act as the main point of accountability for delivery performance and stakeholder engagement.
• Manage program governance, financial performance, resource capacity, and delivery efficiency.
• Monitor SLAs, KPIs, and service outcomes, ensuring operational excellence and service quality.
• Identify and mitigate delivery risks while driving continuous improvement.
• Define and evolve delivery operating models, frameworks, and best practices.
• Drive adoption of AI, GenAI, automation, predictive analytics, and intelligent service management.
• Prepare and present governance reports to senior stakeholders.
• Mentor and support teams, fostering knowledge growth and high performance.