Cognizant is looking for a Service Delivery Director - Cloud & Infra to lead one of its flagship managed services engagements to drive end-to-end service excellence and transformation at scale. This role will serve as the single point of accountability for multi-tower delivery, overseeing field services, transformation initiatives, and offshore operations across geographies. The ideal candidate will bring strong leadership in P&L management, AI-led service innovation, and digital workplace transformation while enabling business growth and operational continuity.
Responsibilities:
• Own end-to-end accountability for the Services program across all towers, ensuring delivery of contractual commitments, SLAs, and strategic outcomes
• Act as the primary executive interface, leading client governance forums, executive reviews, and steering committees
• Lead and govern delivery across multiple service towers including Field Services, Transition, Transformation, Command Center, Offshore Delivery, and Airport Signatory operations
• Establish integrated delivery governance frameworks, including escalation management, risk mitigation, and cross-tower coordination
• Drive End User Transformation initiatives including workplace modernization, device lifecycle management, and AI-led service improvements
• Introduce AI-driven solutions such as predictive maintenance, intelligent incident management, virtual agents, and analytics-led operations
• Own full P&L responsibility for a large-scale engagement, driving revenue protection, margin expansion, and operational efficiency
• Partner with commercial teams to identify growth opportunities, manage contracts, and deliver additional revenue streams
• Identify and lead new business development opportunities, expanding wallet share across client portfolios
• Build and mentor a high-performing, globally distributed delivery organisation, ensuring strong leadership pipeline and talent retention
• Manage complex stakeholder environments across client and internal leadership, influencing strategic decisions and resolving escalations
• Drive continuous improvement in service quality, customer satisfaction, and delivery performance metrics
• Lead transformation programmes aligned with client digital ambitions and operational priorities
Required Skills/Qualifications:
• 20+ years of experience in IT managed Services delivery leadership with accountability for large-scale, multi-geography Cloud & Infrastructure programmes.
• Strong technical knowledge across endpoint infrastructure, ITSM platforms, digital workplace technologies, and automation tools
• Proven expertise in leading end-to-end managed services including End User Computing (EUC), field services, and workplace transformation
• Strong experience in P&L ownership, margin management, and commercial delivery in large outsourcing engagements
• Hands-on experience deploying AI and automation in managed services (predictive operations, intelligent ticketing, virtual agents, analytics-driven delivery)
• Deep understanding of multi-tower delivery models including governance, SLA management, and operational frameworks
• Demonstrated ability to influence senior stakeholders and operate effectively at CXO/VP level
• Excellent leadership skills with experience managing large global teams and driving organisational capability development
• Strong problem-solving, decision-making, and stakeholder management capabilities in complex environments
Preferred Qualifications/Skills:
• Prior experience in airline, aviation, or critical infrastructure domains
• Certifications such as ITIL Expert, PMP, or equivalent credentials
• Strong understanding of airport systems, airline IT operations, and safety-critical environments
Additional employment information
Compensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
