Service Delivery Manager (On Site)

We are seeking a highly experienced Service Delivery Manager with 15+ years of expertise to oversee and deliver complex projects in a hybrid work model.

Important Disclaimers

• Please note: A few of our roles may require in-person interviews at Cognizant offices or client locations, depending on project or client needs.*
• Candidate must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future*

In this role, you will

Responsible for Service Delivery of applications for multiple domains under the TJX ETO (Enterprise and Technology Operations) program.

Responsible for service delivery as per committed SLAs and KPIs while ensuring quality of deliverables and compliance.

Responsible for driving basic operations hygiene and service delivery quality.

Proactively build and sustain relationships with TJX Domain leads and TJX ETO Program lead through service delivery governance meetings and beyond.

Identify, drive and implement required improvements in service delivery based on assessment of current performance.

Responsible for delivering to bottom-line & contractual commitments (delivering or exceeding the bid parameters).

Ensure adequate and appropriate resources are staffed for service delivery.

Act as the point of escalation for TJX Domain leads and TJX ETO Program lead for service delivery issues.

Drive implementation of continuous service improvement, automation and transformation initiatives.

Contribute and participate in Service Delivery governance meetings with TJX stakeholders.

Govern the transition planning meetings and sessions with TJX SMEs and other relevant stakeholders for the applications and accountable for acceptance of applications into support and mitigation of related risks.

Reporting to Cognizant Service Delivery Director / Program Director for overall service delivery performance (across different dimensions like delivery, bid vs. did, staffing, financials, etc.).

Work model : On Site

Location : Marlborough, MA

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 in a client or Cognizant office in Marlborough, MA.

What you need to have to be considered

20+ years of experience with 15+ years of relevant experience.

Demonstrated experience in people leadership and customer centricity and catalyst for change.

Experience and program management expertise to manage complex global programs.

Critical reasoning, questioning and analytical skills to drive operations based on data and make decisions.

Strong written and oral communication skills and strong interpersonal skills.

Strong client relationship skills.

Capable of engaging with multiple business leadership stakeholders at Customer Business Unit and Cognizant internal leadership team.

Experienced in working in global delivery model with teams from multiple locations and multiple vendors.

Practitioner understanding of ITIL Processes e.g. IM, PM, CM, RM.

Knowledge of Retail domain knowledge, Information Security, SOX Regulatory requirements preferred.

Hands-on experience in using program and project management tools (e.g. Microsoft Project Professional, etc.)

-- 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.

Salary and Other Compensation

Applications will be accepted until 8/13/2026.

The annual salary for this position is between $89K – $166K depending on experience and other qualifications of the successful candidate.

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.

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

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.