Application Support & Service Delivery Manager

We are seeking a highly experienced Application Support & Service Delivery Manager with 15+ years of experience leading a 50–65-person managed services support organization. The role ensures service excellence across the full application lifecycle — from product intake through to structured sunset — while managing risk, stakeholders, and key business events.

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.

• 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.

• 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 (Service Now, Jira SM, monitoring platforms).
• Deep ITIL expertise; ITIL v3/v4 Foundation or higher required. Experience designing and operating incident, problems, and change 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), Dev Ops/CI-CD, observability and SRE practices preferably.
• Experience in Retail, especially merchandising and store systems, preferable.

Annual salary ranges from $73,350 to $116,000 depending on experience and other qualifications. Applications will be accepted until July4th2026.