Service Delivery Manager (On Site)

About the role

Oversee and deliver complex projects in a hybrid work model for applications across multiple domains under the TJX ETO program.

Responsibilities

• Deliver service delivery according to committed SLAs and KPIs while ensuring quality and compliance.
• Build and sustain relationships with TJX Domain leads and TJX ETO Program lead through governance meetings.
• Identify and implement necessary improvements in service delivery based on performance assessments.
• Ensure adequate staffing for service delivery and mitigate related risks.
• Act as the primary point of escalation for service delivery issues.
• Drive continuous improvement, automation, and transformation initiatives in service delivery.
• Participate in Service Delivery governance meetings with TJX stakeholders.
• Manage transition planning meetings and sessions with SMEs and other stakeholders.
• Report to Cognizant Service Delivery Director/Program Director for overall service delivery performance.

Requirements

• 20+ years of experience with 15+ years of relevant experience.
• Demonstrated experience in people leadership and customer centricity.
• Experience managing complex global programs.
• Critical reasoning, questioning, and analytical skills.
• Strong written and oral communication skills.
• Strong client relationship skills.
• Experience in working in a global delivery model with teams from multiple locations and multiple vendors.
• Practitioner understanding of ITIL processes such as IM, PM, CM, RM.
• Knowledge of Retail domain and Information Security, SOX regulatory requirements.
• Hands-on experience in using program and project management tools.

Qualifications

• Highly experienced Service Delivery Manager with 15+ years of expertise.
• Legal authorization to work in the United States without employer sponsorship.
• Experience in a hybrid work model.

Skills

• People leadership and customer centricity.
• Program management expertise.
• Data-driven decision making.
• Client relationship building.
• Global delivery model experience.
• ITIL process understanding.
• Retail domain knowledge.
• Information Security and SOX regulatory understanding.
• Project management tool proficiency.

Benefits

• Medical/Dental/Vision/Life Insurance.
• Paid holidays and Paid Time Off.
• 401(k) plan and contributions.
• Long-term/Short-term Disability coverage.
• Paid Parental Leave.
• Employee Stock Purchase Plan.

Pay

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

Schedule

This is an On Site position requiring 5 days a week in a client or Cognizant office in Marlborough, MA.