Global Enterprise App Service Delivery Lead

Cognizant; Orlando (FL); Hybrid; USD 142,000 - 167,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus PTO

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking an experienced Service Delivery Manager to lead and optimize application support for a global travel and hospitality client. The role focuses on high-quality service delivery across enterprise applications, operational excellence, and distributed teams.

You will drive incident, problem, and change management, champion automation and shift-left initiatives, and partner with stakeholders across engineering, cloud, DevOps, and security to deliver reliable, scalable support

Qualifications

• 18+ years of IT experience with enterprise application support and managed services delivery.
• Proven experience managing L1, L1.5, and L2 support teams in complex enterprise environments.
• Strong knowledge of ITIL-based service management practices and governance.
• Experience managing SLA- and KPI-driven service delivery engagements.
• Hands-on leadership in Incident, Problem, Change, Knowledge, and Major Incident Management.
• Experience driving automation, shift-left initiatives, and continuous service improvement.

Responsibilities

• Lead end-to-end delivery of L1.5 and L2 application support services across critical business applications.
• Manage geographically distributed support teams with coverage and service quality.
• Govern incident, problem, change, knowledge, and major incident management processes.
• Drive root cause analysis and corrective actions to reduce production issues.
• Partner with client stakeholders, engineering, cloud, DevOps, security, and third parties.
• Lead service optimization, shift-left initiatives, and automation to improve efficiency.
• Measure KPIs like SLA compliance, MTTA, MTTR, productivity, and customer satisfaction.

Skills

L1-L2 support

Incident management

SLA management

ITIL practices

AI operations

Job description

Cognizant is seeking an experienced Service Delivery Manager to lead and optimize application support for a global travel and hospitality client. The role focuses on high-quality service delivery across enterprise applications, operational excellence, and distributed teams.

You will drive incident, problem, and change management, champion automation and shift-left initiatives, and partner with stakeholders across engineering, cloud, DevOps, and security to deliver reliable, scalable support