Service Delivery Manager

Cognizant•Detroit, MI

2d•Hybrid

About The Position

The Service Delivery Manager (Associate Director level) is accountable for overseeing end‑to-end infrastructure delivery across complex enterprise environments. This role requires strong customer governance leadership, deep understanding of datacenter technologies, and the ability to drive operational excellence, major incident handling, automation, and transformation initiatives. The leader will partner closely with customer stakeholders to ensure delivery outcomes align with business goals while promoting next‑generation and GenAI‑enabled infrastructure capabilities. In this role, you will Infrastructure Delivery Leadership Own complete infrastructure delivery across on‑prem, cloud, and hybrid ecosystems. Ensure adherence to SLAs, KPIs, security, and compliance standards. Customer Governance & Executive Engagement Lead governance forums, reviews, and strategy discussions with senior customer stakeholders. Drive alignment between customer objectives and delivery execution; maintain strong customer relationships. Datacenter & Technology Expertise Apply broad knowledge of servers, networks, storage, virtualization, backup/DR, and monitoring. Provide guidance to improve stability, performance, and scalability. Major Incident Management Lead high‑severity incident bridges; ensure timely restoration and clear communication. Oversee RCA and drive preventive and continuous improvement initiatives. Solutioning, SOWs & Large Program Proposals Develop SOWs, proposals, cost models, and delivery approaches for major infrastructure programs. Collaborate with architecture and presales teams for scalable and customer‑aligned solutions. Automation & Transformation Identify and implement automation, tooling enhancements, and modernization initiatives to improve efficiency and reduce manual work. GenAI‑Enabled Infrastructure Innovation Educate and guide customers on GenAI use cases within the infrastructure layer. Support ideation and implementation of AI‑driven operations, predictive insights, and self‑healing capabilities.

Requirements

Proven experience managing large scale infrastructure delivery programs.
Strong customer governance and stakeholder engagement capabilities.
Deep technical understanding of datacenters and enterprise infrastructure services.
Experience driving major incident management with strong communication and leadership.
Ability to write SOWs, proposals, and program level documentation.
Experience with automation tools, scripting, and transformation initiatives.
Understanding of GenAI concepts and their applicability to infrastructure operations.
Excellent communication, negotiation, and interpersonal skills.

Nice To Haves

Certifications such as ITIL, PMP, VMware, Azure/AWS Architect, or equivalent.
Experience working in managed services or large enterprise environments.
Exposure to AI‑Ops platforms, observability tools, and automation frameworks.

Responsibilities

Own complete infrastructure delivery across on‑prem, cloud, and hybrid ecosystems.
Ensure adherence to SLAs, KPIs, security, and compliance standards.
Lead governance forums, reviews, and strategy discussions with senior customer stakeholders.
Drive alignment between customer objectives and delivery execution; maintain strong customer relationships.
Apply broad knowledge of servers, networks, storage, virtualization, backup/DR, and monitoring.
Provide guidance to improve stability, performance, and scalability.
Lead high‑severity incident bridges; ensure timely restoration and clear communication.
Oversee RCA and drive preventive and continuous improvement initiatives.
Develop SOWs, proposals, cost models, and delivery approaches for major infrastructure programs.
Collaborate with architecture and presales teams for scalable and customer‑aligned solutions.
Identify and implement automation, tooling enhancements, and modernization initiatives to improve efficiency and reduce manual work.
Educate and guide customers on GenAI use cases within the infrastructure layer.
Support ideation and implementation of AI‑driven operations, predictive insights, and self‑healing capabilities.