{"id":3444297,"url":"https://alion.io/job/cognizant-service-delivery-manager-2","title":"Service Delivery Manager","company":{"id":85,"name":"Cognizant","domain":"cognizant.com","url":"https://alion.io/company/cognizant","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Cognizant Careers","truth_index":{"grade":"A","score":85,"open_postings":162,"ghost_share":0.012,"stale_share":0.537,"repost_share":0.031,"time_to_fill_p50_days":22,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Wayzata, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":89000,"max_usd":173000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1090},"experience_years_min":16,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-28T23:22:39Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-03T03:23:11Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Service Desk Lead - North America\nLocation : Wayzata MN ( 100% Onsite )\nResponsibilities\nLead day-to-day Service Desk delivery across North America.\nManage performance using SLA, XLA, customer satisfaction, quality, productivity, and backlog measures.\nEnsure effective incident intake, triage, prioritization, assignment, escalation, communication, and closure.\nCoordinate monitoring and service-health awareness to improve proactive support.\nOwn major escalation coordination among the Service Desk, resolver groups, vendors, and customers.\nDrive knowledge management, first-contact resolution, shift readiness, coaching, and quality improvement.\nAnalyze demand, repeat contacts, aged tickets, user feedback, and trends to identify improvements.\nConduct service reviews and communicate risks, actions, and performance outcomes.\nRequired Knowledge and Experience\n16 to 20 years of relevant professional experience aligned with the role responsibilities and technology scope.\nDemonstrated experience in the primary and secondary skill areas listed above.\nStrong understanding of enterprise service delivery, governance, risk, and change controls.\nAbility to work across geographically distributed teams, customers, and delivery partners.\nStrong communication, documentation, analytical problem-solving, and stakeholder-management skills.\nKey Stakeholder Interfaces\nCustomer and business stakeholders.\nInfrastructure, engineering, architecture, security, and operations teams.\nService management, project management, commercial, and finance functions.\nTechnology vendors and delivery partners.\nSuccess Measures\nDelivery against agreed service, project, quality, and governance commitments.\nTimely management of risks, issues, dependencies, and escalations.\nStakeholder confidence, clear communication, and accurate reporting.\nContinuous improvement, standardization, and operational discipline.\nKey Skills required :-\nExcellent verbal and written communication skills with strong client-facing capabilities.\nAbility to manage high-touch global client stakeholders and maintain strong client relationships.\nStrong understanding of Service Desk KPIs, SLAs, performance metrics, and governance, with the ability to prepare, manage, and present performance decks.\nCoordinate and oversee overall Global Service Desk operations, working closely with regional Service Desk leads across India, LATAM, and Budapest.\nServe as the primary Cognizant point of contact for client concerns, operational issues, and escalations related to Service Desk services.\nStrong understanding of Service Desk transformation initiatives, including AI, automation, self-service, call/contact deflection, and optimization strategies.\nDrive initiatives aimed at reducing overall Service Desk contact volumes by 50% or more, supporting the client's long-term vision toward a highly automated or “Zero Desk” operating model.\nAbility to collaborate effectively with global client stakeholders, regional delivery teams, and offshore teams across different time zones.\nStrong understanding of Service Desk operations and the ability to effectively manage day-to-day operational challenges, escalations, and service delivery nuances.\nDemonstrated ability to provide end-to-end Service Desk governance, coordination, and continuous improvement across multiple regions.\nThe Salary for this position will be 119000 to 140,000 yearly depending on experience and other qualifications of the successful candidate.\nThis position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.\nBenefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:\nMedical/Dental/Vision/Life Insurance\nPaid holidays plus Paid Time Off\n401(k) plan and contributions\nLong-term/Short-term Disability\nPaid Parental Leave\nEmployee Stock Purchase Plan\nDisclaimer: The compensation, and benefits information is accurate as of the date of this posting. 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