Service Delivery Manager

Cognizant Technology Solutions   •  

Springfield, MA

Industry: Professional, Scientific & Technical Services


11 - 15 years

Posted 62 days ago

This job is no longer available.

Service Delivery Manager
Application Value Management
Why Cognizant?
We continuously seek extraordinary associates when recruiting new employees. We pride ourselves on having extensive experience working with clients in all major markets. Cognizant's delivery model is infused with a distinct culture of high customer happiness and we consistently deliver positive relationships, cost reductions and business results.

At Cognizant, we believe those who challenge the way they work today will lead the way tomorrow.
Cognizant's Application Value Management (AVM) practice helps our customers achieve the dual mandate of improving efficiencies and delivering outcomes through effectively managing their application portfolios in support of business goals. In addition, we help our clients manage and transform their application services environment to overcome the growing IT complexity challenges and address digital needs.

We are seeking a Service Delivery Manager (SDM) to lead application support services for an enterprise partner in Springfield, MA.

A strong relationship and regular in person communication with our partner is critical, therefore interested prospects will reside locally to Springfield, MA and in daily commuting distance to our client, or be willing to relocate.

Key Responsibilities:
As a SDM, you will own all application services delivered by a diversified team providing end to end services from help desk, core application support, and Infrastructure by:

  • Leading revenue and cost, and aligning the model to the practice and solution requirements
  • Engaging with support delivery teams to provide required Governance, as well as in grooming and mentorship to keep them challenged and minimize attrition.
  • Improving the overall team support capability by contributing to solution maturity and growth, as well as practice competency.


  • Bachelor\u2019s degree in any discipline with a minimum of 10 years\u2019 professional experience.
  • Superb interpersonal skills. There are multiple key partners \u2013 internal and external. Your ability to work with them is key to this engagement.
  • Understanding of Application and Infrastructure Services.
  • Experience working in large/complex application management engagements, including maintenance and transformation services, spanning multiple competency groups and regions highly desired.
  • Proficiency in ITIL \u2013 including Incident Management, Problem, Configuration Management, Demand Management etc
  • Skilled in mentoring and leading high performing teams
  • Experienced in leading and owning critical customer communications, including regular status reviews, to ensure effective delivery and customer satisfaction

Key Performance Measurement Areas:

  • Service Quality of the overall support engagement
  • Customer satisfaction score
  • Revenue management and Cost optimization
  • Innovations, CSI & Automations meaningful to growing product maturity
  • Team engagement and development