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Job Title: Service Delivery Manager

Job Location- Hybrid- Charlotte, NC, USA

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.

What you’ll need to succeed (required skills)

+ 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.

Preferred skills: what will help you stand out

+ 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.

**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

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 USA 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 a hybrid position requiring 3 days a week at the client site in Charlotte, NC, 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.