*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

Service Delivery Manager (SDM) – Job Description

A Service Delivery Manager (SDM) ensures that services are delivered efficiently, meet contractual service-level agreements (SLAs), and maintain high customer satisfaction. The SDM acts as the bridge between clients and internal service teams, ensuring operational excellence and continuous improvement.

Key Responsibilities

1. Platform Service Delivery & Operations

• Own daily delivery and health of platform services (e.g., cloud infrastructure, data platforms, APIs, containers, pipelines).
• Ensure adherence to SLAs/OLAs for uptime, performance, incident response, and throughput.
• Oversee incident, problem, and change management processes for platform components.
• Partner with Admin/DevOps teams to ensure reliability, scalability, and platform resilience.
• Review and refine runbooks, monitoring, and automation standards.

2. Stakeholder & Customer Management

• Act as the single point of contact (SPOC) for platform-related service escalations.
• Maintain strong relationships with product teams, data teams, cloud engineering, and business units.
• Translate platform metrics, risks, and issues into business‑friendly insights.
• Facilitate platform roadmap discussions and communicate impacts to dependent teams.

3. Governance, Compliance & Security

• Ensure all platform components meet security, audit, and compliance requirements.
• Conduct periodic reviews of access, policies, deployment practices, and data handling.
• Work with cybersecurity and compliance teams to ensure adherence to enterprise standards.

4. Continuous Improvement & Optimization

• Identify gaps in platform processes, automation, monitoring, and documentation.
• Drive initiatives to improve reliability, cost efficiency, and platform provisioning speed.
• Collaborate with engineering teams to adopt best practices (IaC, CI/CD, observability).

5. Vendor & Tooling Management

• Manage relationships with platform technology vendors (cloud, MDM, ETL, API gateways, observability tools).
• Track licensing, renewals, consumption, and budgeting aligned to platform usage.
• Evaluate and recommend new tools to improve platform operations.

6. Reporting & Metrics

• Publish platform availability, incident trends, SLAs, MTTR, deployment success rates, and cost utilization.
• Maintain dashboards for performance, reliability, and capacity planning.
• Present weekly/monthly service reports to leadership.

Required Skills & Qualifications

• Required Skills & Experience
• 7+ years in service delivery, cloud operations, platform engineering, or technical program management.
• Strong understanding of cloud platforms (AWS/Azure/GCP), Kubernetes, CI/CD, API management, data platforms, and observability tools.
• Experience with ITIL processes (incident/problem/change).
• Ability to work across multiple engineering and business teams.
• Strong analytical, communication, and stakeholder‑management skills.

• Experience in managing vendor SLAs and enterprise‑scale technical platforms.

  Work Location: Hybrid

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 4 days a week in a client or Cognizant office in Atlanta, GA. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

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.

Disclaimer:
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.