Job Details

Practice - CIS - Cloud, Infrastructure, and Security Services

About Cloud Infrastructure & Security Services: Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS) focuses on digital transformation through core modernization across various layers. We assist customers in transforming their infrastructure and workplace to meet the evolving needs of the digital age. Our approach delivers key results by enabling cloud-driven modernization and operational transformation in a secure environment.

*Please note, this role cannot offer visa transfer or sponsorship now or in the future*

Job Title: Service Delivery Manager (Hybrid)

Work Location: San Francisco, CA

Job Responsibilities

1. Develop and implement strategic initiatives to improve incident resolution processes.
2. Serve as the primary partner and establish governance cadence.
3. Collaborate with Meta to ensure clear understanding of business needs and alignment with expectations.
4. Ensure business continuity and compliance with Meta policies.
5. Act as an escalation point for major issues and incidents.
6. Communicate with Meta executives and stakeholders throughout the contract.
7. Review SLAs with Meta and address performance issues.
8. Oversee all teams and business lines to ensure commitment to BAU activities.
9. Lead account review meetings and liaise with Meta leadership regularly.
10. Analyze KPI effectiveness across Helpdesk levels L1, L2, L3.
11. Manage conflicts, coach team members, and motivate performance.

Qualifications and Skills

• College degree or equivalent work experience in a related technical or business field.
• Expertise in service management, focusing on service availability and incident management.
• Thorough knowledge of IT service desk components, practices, protocols, and standards.
• Ability to translate technical information into business impact and communicate effectively with teams and leadership.
• Typically 5-9 years of relevant technology and management experience.
• Experience managing geographically dispersed and culturally diverse teams.

Salary and Compensation

Applications accepted until May 30, 2025. The annual salary ranges from $73,350 to $115,950, depending on experience and qualifications. The position is eligible for Cognizant's discretionary annual incentive program, based on performance.

Benefits

• Medical, Dental, Vision, and Life Insurance
• Paid holidays and Time Off
• 401(k) plan with contributions
• Disability insurance
• Paid Parental Leave
• Employee Stock Purchase Plan

Note: Salary, compensation, and benefits are accurate as of the posting date and are subject to change.

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Cognizant is an equal opportunity employer. Applications are considered without regard to race, color, sex, religion, sexual orientation, gender identity, national origin, disability, or other protected characteristics.