Service Delivery Manager

Cognizant

Orlando (FL)

Hybrid

USD 142,000 - 167,000

Full time

3 days ago

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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

Service Delivery Manager

About the Role

We are seeking an experienced Service Delivery Manager to lead and optimize application support services for a global travel and hospitality client. This role is responsible for ensuring high-quality service delivery across enterprise applications, driving operational excellence, leading distributed support teams, and partnering with business and technology stakeholders to deliver reliable, scalable, and continuously improving support services.

In This Role, You Will

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, operational readiness, and service quality.
Govern incident, problem, change, knowledge, and major incident management processes to improve service stability and performance.
Drive root cause analysis, corrective actions, and continuous improvement initiatives to reduce recurring production issues.
Partner with client stakeholders, engineering, infrastructure, cloud, DevOps, security, and third-party teams to ensure seamless service delivery.
Lead service optimization and shift-left initiatives, increasing automation, self-service capabilities, and operational efficiency.
Measure and improve key operational metrics including SLA compliance, MTTA, MTTR, productivity, and customer satisfaction.

Work Model

Hybrid - This role requires working from the office 3 days per week. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs. The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured, we will always be clear about role expectations.

What You Need to Have to Be Considered

18+ years of IT experience with significant expertise in 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 experience 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.

These Will Help You Stand Out

Experience within the Travel, Hospitality, or Leisure industry.
Experience implementing AI-assisted operations, incident management, and knowledge management solutions.
Strong stakeholder management and executive communication skills.

Salary and Other Compensation

Applications will be accepted until 11/09/2026

The annual salary for this position is between $ $141,500 to $166,500 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits