We are seeking a highly experienced Application Support & Service Delivery Manager. with 15+ years of expertise in Lead a 50–65-person managed services support organization, ensuring service excellence across the full application lifecycle — from product intake through to structured sunset — while managing risk, stakeholders, and key business events. This role involves designing and implementing scalable solutions that align with business objectives while leveraging cutting-edge technologies.
Cognizant’s Application Delivery If you’re like us, you’ve got big ideas. At Cognizant, we’re exploring new ideas every day. We help industry leading companies reinvent their business models and innovate products that create new value—by connecting people with things, insights and experiences. Cognizant digital engineering designs, engineers and delivers digital products and experiences that drive digital-first business models. We offer the most comprehensive digital engineering expertise and client-centric methodology for sustainable innovation.
Location : Mississauga, Ontario.
Experience Required: 15+ years.
You must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future. Cognizant will not sponsor work authorization for this role.
Responsibilities:
- Lead a team of 50–65 support professionals in a matrix organization, driving a high-performance, engaged culture.
- Manage IT and business stakeholders at all levels; own service reviews, communicate performance, and translate technical issues into business impact.
- Govern the application intake pipeline in partnership with product teams, ensuring readiness assessments, knowledge transfer, and SLA definition are completed before go-live.
- Maintain the managed services risk register; proactively identify and mitigate risks across service continuity, resourcing, skills, and vendor dependency.
- Manage resourcing risk through workforce planning that balances permanent headcount, contractors, and cross-training to ensure operational resilience.
- Serve as the escalation authority for major incidents — lead war-room resolution, drive post-incident reviews, and embed lessons learned.
- Plan and coordinate elevated support for key business events including financial year-end, regulatory deadlines, system cutovers, and major product launches.
- Operate governance forums (service boards, capacity reviews, CAB) and produce executive-level reporting on SLAs, incidents, capacity, and budget.
- Drive continuous improvement across the service using ITIL, LEAN, and Agile practices; target measurable reductions in incident volume and toil.
Skills & Experience Required
- 15+ years in IT operations or managed services, with 4+ years leading large teams (40+ people) directly or through team leads.
- Proven track record managing complex, multi-stakeholder service delivery environments with competing priorities and high business visibility.
- Strong grasp of enterprise application landscapes (ERP, CRM, cloud-native, custom apps) and support tooling (ServiceNow, Jira SM, monitoring platforms).
- Deep ITIL expertise; ITIL v3/v4 Foundation or higher required. Experience designing and operating incident, problems, and changing management processes at scale.
- Experience managing application lifecycle — intake from product teams and structured decommission — including forecasting resourcing and skill needs.
- Skilled risk manager: able to maintain RAID logs, develop contingency plans, and present risk posture clearly to executive audiences.
- Strong financial acumen: budget management, headcount planning, and vendor contract governance.
- Excellent communication and influencing skills; comfortable presenting to and managing difficult conversations with business stakeholders.
- Familiarity with cloud platforms (Preferably Azure), DevOps/CI-CD, Observability and SRE practices preferably.
- Experience in Retail, especially Merchandising and Store systems preferable.
Salary and Other Compensation:
Applications will be accepted until July 4th, 2026.
The annual salary for this position is between $73,350.00 - $116,000.00 depending on the experience and other qualifications of the successful candidate.
Why Choose Cognizant?
It takes a lot to succeed in today’s fast-paced market, and Cognizant Technology Solutions has become a leader in the industry. We love big ideas and even bigger dreams! We stand out because we put human experiences at the core. Our associates enjoy robust benefits and training opportunities from our industry-recognized, award-winning Academy team. You will have access to hundreds of technical trainings to keep your skillsets fresh and have opportunities to acquire certifications on the newest technologies.
Everything we do at Cognizant we do with passion—for our clients (fortune 100 companies), our communities, and our organization. It’s the defining attribute that we look for in our people.
If you love ambiguity, excited by change, and excel through autonomy, we’d love to hear from you!
About Cognizant Application Delivery Well-designed, software transcends digital technology, going beyond the fulfillment of basic requirements to focus instead on human needs. Within Cognizant Digital Engineering, we help clients develop software products that transform human insights into tangible, production-ready digital solutions. We also work with our clients to scale their native cloud applications. Using insights from the lived experiences of our consumers, we seamlessly replace traditional service strategies with engaging, precise, and direct digital applications. Designing phenomenal software is vital to success in the digital economy—and we understand that a human-centric approach is key to this design.
www.cognizant.com
