"Alerted.org

Job Title: Service Delivery Manager

Job Location- Onsite- Houston, Texas, USA

We are seeking a proactive and experienced **Service Delivery Manager (SDM)** to lead and manage the delivery of IT services, ensuring high-quality support and operational excellence. The ideal candidate will have a strong background in **Service Management, Service Delivery** , and hands-on experience with tools such as **JIRA** (critical) and **ServiceNow** (SNOW). This role requires excellent communication, stakeholder management, and a deep understanding of ITIL practices.

In this role, you will

• Lead and manage end-to-end **IT service delivery** to ensure high levels of customer satisfaction and service quality.

• Oversee **incidents, problem, change, and request management** processes in alignment with ITIL best practices.

• Utilize **JIRA** extensively for tracking, managing, and reporting on service requests, incidents, and project tasks.

• Manage and optimize workflows and dashboards in JIRA to support operational efficiency and transparency.

• Leverage **ServiceNow (SNOW)** for ITSM processes, including ticket management, service catalog, and knowledge base.

• Act as the primary point of contact for stakeholders, ensuring timely communication and resolution of service issues.

• Monitor service performance metrics and SLAs, identifying trends and areas for improvement.

• Drive continuous improvement initiatives to enhance service delivery processes and customer experience.

• Coordinate with cross-functional teams to ensure seamless service transitions and project implementations.

• Prepare and present regular service performance reports to leadership and clients.

• Ensure compliance with organizational policies, standards, and regulatory requirements.

What you’ll need to succeed (required skills)

• **10+ years** of experience in **Service Delivery Management** or **IT Service Management roles** .

• Proven expertise in **JIRA** for service tracking, reporting, and workflow management (critical requirement).

• Hands-on experience with **ServiceNow (SNOW)** or similar ITSM platforms.

• Strong understanding of **ITIL frameworks** and service management best practices.

• Excellent **communication, stakeholder management** , and **problem-solving skills** .

• Ability to manage multiple priorities in a fast-paced, dynamic environment.

• Experience in managing SLAs, KPIs, and driving service improvements.

Preferred skills: what will help you stand out

• ITIL Foundation or higher-level certification.

• Experience in managing service delivery in agile or DevOps environments.

• Familiarity with cloud-based services and infrastructure management.

• Experience in managing vendor relationships and third-party service providers.

**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

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.

At Cognizant, we're eager to meet people who believe in our mission and can make an impact in various ways. We strongly encourage you to apply even if you only meet the required skills listed. Consider what transferrable experience and skills make you a unique applicant and help us see how you'd be beneficial to this role.

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.

Work model:

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, **this is an onsite position requiring 5 days a week at the client site in Houston, Texas, USA**

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

**Disclaimer:** The salary, other 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.

•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.