Service Delivery Manager

We are seeking a Service Delivery Manager with experience in Infrastructure Management to drive infrastructure solutions.

About Cognizant’s CIS Practice:

Cognizant’s CIS (Cognizant Infrastructure Services) Practice is a global leader in providing IT infrastructure services. We deliver innovative solutions to optimize and transform IT infrastructure, ensuring business agility and operational efficiency. Our services include cloud computing, data center management, network services, and cybersecurity. We focus on understanding client needs and delivering customized solutions to drive business success.

In this role, you will:

- Lead a large team to provide Single point ownership for Delivery & Operations of Service Desks in the area of Remote IT Infrastructure Delivery Management Services

- Work closely with resourcing team to manage the resource fulfillment process needed to run the delivery operation well and to avoid revenue loss

- Responsible for running an ITIL compliant operation and enforcing security and compliance requirements of Cognizant and customer

- Own Team Review meeting, Meet and beat committed Service Levels, identify improvement Plans and track it till closure

- Responsible for performance, cost, scope, schedule, quality, and appropriate business measurements for a Vertical/Engagement

- Responsible for the financial parameters of the project like Customer Profitability, cost of delivery initiatives, pyramid management, people rotation, ELT absorption program, managing operations costs like shift ratio, transport cost

- Implement performance standards and measurements established by Operations Maturity ( Quality) team to manage ongoing service delivery and attain delivery efficiency

- Manage issues and risks

- Responsible for people management with specific reference to managing the growth and development of the people working in the team.

- Own and drive people management processes including career planning, training and certification, rewards and recognition and employee engagement.

- Participate in the solution development phase of new bid life cycle and drive transformations and continuous improvements

What you’ll need to succeed (required skills):

- Excellent Business communication skills and customer management experience to handle global clients

- Strong knowledge of operations, service delivery in the Service Desk space

- Willing to work in 24x7 environment

- Good understanding of L1 Troubleshooting ITIL, 6Sigma, Lean certifications (preferred)

At Cognizant, we're eager to meet people who believe in our mission and can make an impact in various ways We strongly encourage you to apply even if you only meet the required skills listed. Consider what transferrable experience and skills make you an outstanding applicant and help us see how you'd be helpful to this role.

Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs.

Based on this role’s business requirements, this is a hybrid position, 3 times a week from the office based out of the client’s location in Toronto, Ontario. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.

Note: 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.

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