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Infrastructure Service Delivery Manager

2 months ago

Boston, Massachusetts, United States Cognizant Full time
Job Description:

Role: Infrastructure Service Delivery Manager

Key Responsibilities:

  • Manage stakeholder relationships with customers, leadership, and governance teams.
  • Lead a team of onshore and offshore professionals to achieve business and operational goals.
  • Manage operations calls and take corrective actions to improve service level agreements (SLAs) and key performance indicators (KPIs).
  • Identify areas for operational efficiency gains and document routine procedures.
  • Collaborate with Service Delivery and Application Support teams as required.
  • Have technical knowledge of various technologies, including Windows, VMware, Citrix, SQL, Oracle Database, backup and storage administration, Unix, Exchange, Skype, and network management.
  • Be available 24/7 to address critical issues and ensure successful closure.
  • Be accountable for infrastructure service delivery and understand offshore operations.
  • Manage risks and have expertise in delivering large end-to-end programs.
  • Prepare, review, and present contractual documents, such as Statements of Work (SOW) and Master Service Agreements (MSA), to clients for sign-off.
  • Have strong communication, presentation, interpersonal, and client interfacing skills at a senior management level.
  • Experience in project finance and resource management.
  • Knowledge of Cognizant's offerings and ability to align with client business strategies.
  • Good understanding of ITIL processes and certification is a plus.
  • Experience in business change, transformation, and automation.
  • Knowledge of various cost models, including time and material, fixed price, outcome-based, and blended rate models.

Benefits:

  • Medical, dental, vision, and life insurance.
  • Paid holidays and paid time off.
  • Long-term and short-term disability.
  • Paid parental leave.
  • Employee stock purchase plan.