Cognizant · 1 day ago
Service Delivery Manager
Houston, TX
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expCognizant is seeking a proactive and experienced Service Delivery Manager to lead and manage the delivery of IT services, ensuring high-quality support and operational excellence. The role involves overseeing IT service delivery processes, managing stakeholder communication, and driving continuous improvement initiatives to enhance service quality and customer satisfaction.
ConsultingIndustrial AutomationInformation TechnologySoftwareSoftware Engineering
No H1B
Responsibilities
Lead and manage end-to-end IT service delivery to ensure high levels of customer satisfaction and service quality
Oversee incidents, problem, change, and request management processes in alignment with ITIL best practices
Utilize JIRA extensively for tracking, managing, and reporting on service requests, incidents, and project tasks
Manage and optimize workflows and dashboards in JIRA to support operational efficiency and transparency
Leverage ServiceNow (SNOW) for ITSM processes, including ticket management, service catalog, and knowledge base
Act as the primary point of contact for stakeholders, ensuring timely communication and resolution of service issues
Monitor service performance metrics and SLAs, identifying trends and areas for improvement
Drive continuous improvement initiatives to enhance service delivery processes and customer experience
Coordinate with cross-functional teams to ensure seamless service transitions and project implementations
Prepare and present regular service performance reports to leadership and clients
Ensure compliance with organizational policies, standards, and regulatory requirements
Qualification
Required
10+ years of experience in Service Delivery Management or IT Service Management roles
Proven expertise in JIRA for service tracking, reporting, and workflow management (critical requirement)
Hands-on experience with ServiceNow (SNOW) or similar ITSM platforms
Strong understanding of ITIL frameworks and service management best practices
Excellent communication, stakeholder management, and problem-solving skills
Ability to manage multiple priorities in a fast-paced, dynamic environment
Experience in managing SLAs, KPIs, and driving service improvements
Preferred
ITIL Foundation or higher-level certification
Experience in managing service delivery in agile or DevOps environments
Familiarity with cloud-based services and infrastructure management
Experience in managing vendor relationships and third-party service providers
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
Company
Cognizant
Cognizant is a professional services company that helps clients alter their business, operating, and technology models for the digital era.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$0.24MKey Investors
Summit Financial Wealth Advisors
2025-03-08Post Ipo Equity
2016-11-18Post Ipo Equity· $0.24M
1998-06-19IPO
Leadership Team
Ravi Kumar S
Chief Executive Officer
Anil Cheriyan
CTO / EVP Strategy & Technology
Recent News
2026-01-06
2026-01-05
Company data provided by crunchbase