below marketmost similar roles pay hereabove market
This role pays less than
62%
of similar roles. Most pay
$142,375–$200,000
— the blue band above.
At the midpoint, this role pays about
$154k
versus about
$171k
for comparable roles.
Based on 240 similar postings.
Employer
About Cognizant
Cognizant is a multinational IT services and consulting company offering digital transformation, technology, and business process services. It serves clients across financial services, healthcare, manufacturing, and other industries worldwide.
Cognizant currently has
397 open roles
on FindRole.
Listed pay typically runs
$100,000–$135,000
across 262 roles with salary data.
The Service Delivery Manager will lead and optimize application support services for a global travel and hospitality client. This role involves managing geographically distributed teams to provide L1.5 and L2 support for critical enterprise applications. Key responsibilities include governing incident, problem, change, knowledge, and major incident management processes while driving root cause analysis and continuous improvement initiatives. The successful candidate will partner with engineering, infrastructure, cloud, DevOps, and security teams to ensure reliable service delivery. Required skills include ITIL-based service management, SLA and KPI tracking, and experience with cloud platforms, APIs, microservices, databases, monitoring, observability, and ITSM tools. Additionally, the role requires knowledge of GenAI, AIOps, and AI-driven operational automation to improve productivity and service stability within complex enterprise environments.
Lead end-to-end delivery of L1.5 and L2 application support services for critical business applications.
Manage geographically distributed support teams to ensure operational readiness and service quality.
Govern incident, problem, change, knowledge, and major incident management processes.
Drive root cause analysis and corrective actions to reduce recurring production issues.
Lead service optimization and shift-left initiatives to increase automation and self-service capabilities.
Measure and improve key operational metrics including SLA compliance, MTTA, MTTR, and customer satisfaction.
Partner with engineering, infrastructure, cloud, and security teams to ensure seamless service delivery.
What we're looking for
18+ years of IT experience with significant expertise in enterprise application support and managed services delivery.
Proven experience managing L1, L1.5, and L2 support teams in complex enterprise environments.
Strong knowledge of ITIL-based service management practices and governance.
Experience managing SLA- and KPI-driven service delivery engagements.
Hands-on leadership experience in Incident, Problem, Change, Knowledge, and Major Incident Management.
Experience driving operational transformation, automation, shift-left initiatives, and continuous service improvement programs.
Working knowledge of enterprise application environments, including cloud platforms, APIs, microservices, databases, DevOps, monitoring, observability, and ITSM tools.
Experience within the Travel, Hospitality, or Leisure industry (preferred).
ITIL
Enterprise IT
Infrastructure Services
VMware
Windows
Red Hat Linux
Solaris
UNIX
IBM Mainframe
z/OS
Disaster Recovery
FedRAMP
FISMA
Systems Engineering
Storage
Networking
Virtualization
Batch Job Scheduling
Incident Management