Job Description

**Practice - CIS - Cloud, Infrastructure, and Security Services** About Cloud Infrastructure & Security Services: Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment. ***Please note, this role is not able to offer visa transfer or sponsorship now or in the future*** **Job Tittle:** **Service delivery Manager** **(Hybrid** **)** **Work Location: San Francisco, CA** **Job and Responsibilities** + Develop and execute new strategic directions to the team to improve incident resolution process + Act as a primary partner and provide governance cadence + Work with client to ensure that the business needs are clearly understood and meets the needs and expectations. + Ensure business continuity and ensure the teams compliance to client policies + Serve as an escalation point for major issues and incidents + Communicate with customer executives and key stakeholders throughout the contract period + Review SLAs along with customer and resolve performance issues + Provide an oversight across all teams and business lines to ensure commitment to BAU activities + Lead account review meetings and liaison with client leadership within a mutually agreed upon cadence + Analyze KPI effectiveness of Helpdesk across levels L1 L2 L3 + Ability to manage conflict coach and manage performance of others and motivate people to go an extra mile + Qualification and Skills + College degree in related technical business area of equivalent work experience + Expert level knowledge of service management and enabling functions/process focusing on service availability and incident management + Thorough knowledge on all IT service desk components and current practices protocols and standards relating to service support + Ability to translate technical information into business impact and communicate to the team and customer leadership + Typically requires 5-9 years of technology experience and related management experience in multiple business and technical processes + Requires experience overseeing geographically distributed and culturally diverse teams **Salary and Other Compensation** Applications will be accepted until May/30/2025. The annual salary for this position is between $73,350 to $115,950 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans. **Benefits** : Cognizant offers the following benefits for this position, subject to applicable eligibility requirements: + 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 Disclaimer: The Salary, compensation, and benefits 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. \#LI-KM1 #CB #Ind123 _"Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws."_ Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

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