Service Manager/Apps Manager

Cognizant; Hyderabad; Hybrid; INR 2,500,000 - 4,000,000; Full time

Job summary

Cognizant in Hyderabad is seeking an experienced ITSM Program Manager to drive end-to-end service management for complex application portfolios. The role emphasizes ITIL governance, process standardization, and collaboration with sales and marketing to align services with strategic outcomes in a hybrid work model.

You will oversee incident, problem and change activities, guide operations and application teams in ITIL practices, monitor KPIs, and drive continuous improvement while ensuring

Qualifications

• Extensive experience in ITSM governance.
• Deep knowledge of ITIL v4 practices.
• Ten+ years in application or service management.
• Strong analytical and communication skills.

Responsibilities

• Lead governance of ITSM processes for reliable service delivery across functions.
• Oversee incident, problem and change management activities.
• Guide operations and application teams in ITIL practices.
• Coordinate day-to-day service reviews with stakeholders.
• Monitor KPIs and report on service health and actions.
• Collaborate with product owners to align services with campaigns and revenue goals.
• Maintain service catalogs and documentation for onboarding.
• Drive root cause analysis and preventive actions.
• Manage vendor and partner interactions for service levels.
• Support continuous improvement initiatives and service transitions.

Skills

ITSM governance

ITIL v4

Stakeholder management

Analytical communication

Job description

Job Summary

Drive end to end service management for complex application portfolios by applying deep experience in ITSM process governance and ITIL practices. Ensure stable and efficient service delivery in a hybrid work model while partnering with business stakeholders in sales and marketing to align application services with strategic outcomes and enhance user satisfaction across the organization.

Responsibilities

• Lead the overall governance of IT service management processes to ensure consistent application of ITSM standards and reliable delivery of services across multiple business functions including sales and marketing.
• Oversee incident problem and change management activities for applications to achieve high service availability and swift resolution of disruptions while minimizing impact to business operations.
• Provide structured guidance to operations and application teams in applying ITIL practices so that workflows are streamlined risks are controlled and service performance is continuously improved.
• Coordinate day to day service reviews with stakeholders to track service levels identify trends and prioritize actions that enhance stability and user experience for business critical applications.
• Monitor key performance indicators related to ITSM processes and prepare concise reports that highlight service health emerging issues and recommended corrective actions for management visibility.
• Collaborate closely with product owners and business teams in sales and marketing to align application service capabilities with ongoing campaigns customer engagement objectives and revenue goals.
• Ensure that service catalogs configuration records and support documentation are maintained accurately so that teams can resolve issues efficiently and new colleagues can onboard smoothly.
• Drive root cause analysis for recurring issues and coordinate implementation of preventive measures that strengthen application resilience and reduce future incidents.
• Manage vendor and partner interactions related to application support to ensure adherence to agreed service levels timely escalation handling and clear communication of expectations.
• Support continuous improvement initiatives by analyzing service data proposing pragmatic process enhancements and validating that changes deliver measurable benefits.
• Coordinate service transition activities for new or updated applications so that support readiness operational acceptance and risk considerations are addressed before go live.
• Advise business stakeholders on service implications of planned changes helping them schedule activities during day shifts that balance operational needs and minimize disruption.
• Promote a culture of accountability and collaboration within service teams by setting clear expectations for process compliance responsiveness and focus on business outcomes.

Qualifications

• Apply extensive experience in ITSM process governance to design and refine policies that keep services reliable compliant and aligned with organizational standards.
• Use advanced knowledge of ITIL V4 and related ITIL practices to translate framework concepts into practical procedures that fit complex enterprise environments.
• Leverage at least ten years of work in application or service management to handle ambiguity coordinate multiple stakeholders and manage priorities effectively in a hybrid work setting.
• Demonstrate strong analytical and communication skills to interpret service metrics explain technical issues in business language and gain consensus on improvement plans.
• Utilize familiarity with sales and marketing domains to understand campaign timelines sales processes and customer engagement drivers so that application services support these goals effectively.
• Employ solid experience working within structured day shift operations to coordinate handoffs maintain timely responses and optimize collaboration across distributed teams.
• Exhibit proficiency in using service management tools for incident tracking change coordination and reporting to maintain transparency and traceability of service activities.