Global IT Service Delivery Lead (Hybrid, AI)

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

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant Technology Solutions Corporation is seeking a seasoned Service Delivery Manager to lead and optimize application support for a global client in travel and hospitality. You will drive end-to-end L1.5/L2 support, oversee distributed teams, and govern ITIL-based processes to improve service stability and performance.

You will partner with engineering, cloud, security, and business stakeholders to deliver reliable, scalable support, pushing automation and shift-left initiatives.

Qualifications

• 18+ years IT experience with enterprise application support and managed services delivery.
• 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 operational transformation, automation, shift-left initiatives, and continuous service improvement programs.
• Working knowledge of enterprise application environments, including cloud platforms, APIs, microservices, databases, DevOps, monitoring, observability, and ITSM tools.
• Ability to analyze operational data and implement improvements that deliver measurable productivity and business outcomes.
• Understanding of GenAI, AIOps, and AI-driven operational automation concepts.

Responsibilities

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

Skills

ITIL governance

Incident management

Problem management

Service delivery leadership

L1/L1.5/L2 support

Automation & shift-left

GenAI / AI-driven ops

Stakeholder management

Cloud & DevOps basics

Tools

ITSM tools

Monitoring tools

Job description

Cognizant Technology Solutions Corporation is seeking a seasoned Service Delivery Manager to lead and optimize application support for a global client in travel and hospitality. You will drive end-to-end L1.5/L2 support, oversee distributed teams, and govern ITIL-based processes to improve service stability and performance.

You will partner with engineering, cloud, security, and business stakeholders to deliver reliable, scalable support, pushing automation and shift-left initiatives.