Service Delivery Manager

Cognizant; Minneapolis (MN); Hybrid; USD 120,000 - 140,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus PTO

401(k) plan

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a Service Delivery Manager to lead application support and enhancement engagements, ensuring quality, stability, and timely delivery for client projects. You will collaborate with Atlanta-based stakeholders, customer IT leadership, and global delivery teams to strengthen delivery performance and manage risks.

This hybrid role involves guiding estimation, resource planning, governance, budgeting, and risk management while driving automation and AI initiatives, mentoring

Qualifications

• 12+ years of experience in IT delivery management, service delivery management, or program management with leadership of support and enhancement engagements.
• Strong experience managing Java and cloud-based application maintenance, production support, and enhancement teams.
• Experience overseeing L1.5, L2, and L3 support operations, with accountability for service stability and timely issue resolution.
• Demonstrated expertise in client-facing stakeholder management, executive communication, project governance, risk mitigation, and escalation management.
• Experience tracking and improving delivery metrics, including SLAs, KPIs, quality, productivity, and customer satisfaction.

Responsibilities

• Lead end-to-end delivery of application support, maintenance, and enhancement engagements, ensuring quality, timely execution, and stakeholder satisfaction.
• Manage service delivery performance, including SLAs, KPIs, production stability, quality, productivity, and customer satisfaction.
• Serve as the primary liaison between Atlanta business stakeholders, customer IT leadership, and onsite and offshore delivery teams.
• Drive estimation, resource planning, project governance, budgeting, cost optimization, risk management, and executive-level reporting.
• Lead continuous improvement, automation, and AI initiatives while mentoring collaborative, high-performing global teams.

Skills

IT delivery management

Stakeholder management

Java & cloud apps

Production support leadership

Project governance

Budgeting & cost optimization

Tools

Agile

Scrum

Jira

Job description

About The Role

As a Service Delivery Manager, you will make an impact by leading application support and enhancement engagements while ensuring service quality, operational stability, timely delivery, and stakeholder satisfaction.

You will collaborate with Atlanta-based business stakeholders, customer IT leadership, and global delivery teams to strengthen delivery performance, manage risks, and drive continuous improvement across Java and cloud-based application environments.

This position does not offer visa sponsorship. Candidates must be authorized to work without sponsorship now or in the future, including OPT, CPT, H1B or any other work authorization requiring employer sponsorship.

In this role, you will

• Lead end-to-end delivery of application support, maintenance, and enhancement engagements, ensuring quality, timely execution, and stakeholder satisfaction.
• Manage service delivery performance, including SLAs, KPIs, production stability, quality, productivity, and customer satisfaction.
• Serve as the primary liaison between Atlanta business stakeholders, customer IT leadership, and onsite and offshore delivery teams.
• Drive estimation, resource planning, project governance, budgeting, cost optimization, risk management, and executive-level reporting.
• Lead continuous improvement, automation, and AI initiatives while mentoring collaborative, high-performing global teams.

Work model

This is a hybrid position requiring 3 days per week at a client office in Minneapolis, Minnesota.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you are engaged in, as well as business and client requirements. Rest assured, we will always be clear about role expectations.

The global template requires selecting only one approved work-model statement, but the information provided does not specify whether the position is hybrid, onsite, or remote.

What You Need To Have To Be Considered

• 12 or more years of experience in IT delivery management, service delivery management, or program management, including leadership of support and enhancement engagements.
• Strong experience managing Java and cloud-based application maintenance, production support, and enhancement teams.
• Experience overseeing L1.5, L2, and L3 support operations, with accountability for service stability and timely issue resolution.
• Demonstrated expertise in client-facing stakeholder management, executive communication, project governance, risk mitigation, and escalation management.
• Experience tracking and improving delivery metrics, including SLAs, KPIs, quality, productivity, and customer satisfaction.

These will help you stand out

• Experience managing global delivery models with strong onsite and offshore coordination.
• Knowledge of Agile and Scrum practices, including sprint planning, backlog management, requirements management, and release coordination.
• Experience leading automation, artificial intelligence, and continuous improvement initiatives within application support environments.
• Strong financial management experience, including budgeting, forecasting, resource planning, and cost optimization.
• Effective conflict-resolution, negotiation, team-building, and mentoring capabilities.

Benefits

• 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.

Compensation

The annual salary for this position ranges from $120,000 to $140,000, depending on experience and qualifications. This role is also eligible for Cognizant's discretionary annual incentive program, subject to performance and applicable plan terms.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

We are excited to meet people who share our mission and can make an impact in a variety of ways.