Job Description

Service Delivery Manager

Service Delivery Manager role focused on overseeing end to end delivery of sales service and marketing domain solutions with strong expertise in analytics. The role ensures consistent service quality drives measurable business outcomes and optimizes hybrid operations for day shift engagements with global stakeholders while aligning delivery with organizational strategy and customer expectations.

Responsibilities

• Oversee service delivery for complex sales service and marketing engagements by ensuring consistent adherence to agreed scope quality and timelines across hybrid day shift operations
• Coordinate cross functional teams to align solution delivery with business goals in sales service and marketing domains while promoting data informed decisions through advanced analytics practices
• Drive continuous improvement initiatives by analyzing service performance metrics and customer feedback to identify delivery gaps and implement corrective actions that enhance operational efficiency
• Manage stakeholder expectations by conducting regular review forums creating clear status updates and negotiating realistic commitments that sustain trust and transparent collaboration
• Monitor end to end service processes across sales pipelines customer service workflows and marketing campaigns to ensure seamless integration and minimal disruption to business operations
• Implement standardized delivery frameworks governance models and documentation practices that improve predictability reduce operational risk and support scalable growth for the organization
• Guide teams in leveraging analytics insights to optimize campaign effectiveness customer engagement and revenue outcomes ensuring each engagement contributes measurable value to the business
• Collaborate with product sales service and marketing teams to translate business needs into actionable delivery plans that balance resource capacity quality standards and strategic priorities
• Enforce compliance with organizational policies regulatory requirements and data protection practices while managing service delivery activities for internal and external stakeholders
• Evaluate performance of service delivery processes through service level tracking root cause analysis and trend reporting and use findings to refine operational models and resource allocation
• Coordinate incident and issue management by prioritizing critical items ensuring timely resolution and maintaining clear communication with impacted stakeholders throughout the remediation cycle
• Champion adoption of analytics tools and dashboards within delivery teams to enable proactive monitoring forecasting and decision making that strengthen overall service reliability
• Align delivery outcomes with company purpose by ensuring solutions in sales service and marketing domains improve customer experience create business value and contribute positively to society through responsible use of data

Qualifications

• Possess strong experience in managing complex engagements across sales service and marketing domains with deep understanding of business processes customer journeys and operational dependencies
• Demonstrate advanced proficiency in analytics and data interpretation including experience with reporting visualization and performance measurement that supports strategic business decisions
• Bring proven background of 12 to 16 years in service delivery or similar roles managing hybrid work models and coordinating day shift operations across diverse cross functional teams
• Show capability to work with sales service and marketing stakeholders to convert business requirements into structured delivery plans with clear milestones risk assessments and expected outcomes
• Exhibit strong communication and negotiation skills in handling escalations conducting governance meetings and maintaining alignment between operational teams and senior management
• Display experience in applying frameworks for service management and process improvement such as industry standard practices for incident problem and change management tailored to organizational needs

Certifications Required

No.

Things to know before you apply

• Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
• Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.
• AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
• Open position: Unless otherwise stated, this job posting is for an open position on our team.
• Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.
• Inclusion: 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, provincial or local laws.

About Cognizant

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization's unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

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