Engagement Delivery Lead Service Operations

Engagement Delivery Lead Service Operations

Work Model : Hybrid US and are comfortable with up to 50% travel.

Level : Director

About Cognizant is one of the world's leading professional services companies, redefining clients' business, operating and technology models for the digital era. Our outstanding industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is on the Fortune 500 and is consistently listed among the most admired companies in the world.

About the role :

The Engagement Delivery Lead Service Operations is responsible for driving growth, achieving business objectives, and leading high-performing delivery teams. This role requires a strategic leader who can redefine the client experience, develop strategies to meet key performance indicators (KPIs) and service-level agreements (SLAs), and ensure operational excellence. The incumbent will oversee business strategies, manage operations teams, and maintain strong client relationships while ensuring day-to-day service delivery meets quality and performance standards.

This role reports to the respective SBU Head - Practice in North America.

Key Responsibilities :

• Identify and create metrics for performance measurement; provide insights on best practices and scalability opportunities across data centers and other operational areas.
• Act as a customer advocate by recommending and launching output-based models.
• Set objectives and design optimal structures for Accounts Receivable (AR) programs.
• Lead and manage teams, including program managers and product area leads.
• Demonstrate strong communication skills and lead by example.
• Manage day-to-day account management activities, including strategic planning and operational execution.
• Establish and maintain executive-level business relationships with clients, distributors, and vendors to ensure high service quality and client satisfaction.
• Oversee implementation of effective business practices to ensure operational excellence and client advocacy.
• Collaborate with Service Delivery teams and key leaders to drive revenue growth and expand existing accounts.
• Develop strategic and tactical goals, review financial performance, and coordinate operations across accounts.
• Support key initiatives and partnerships aligned with business objectives.
• Work with senior management and client representatives to implement strategies, solutions, and policies consistent with company-wide goals.
• Serve as the primary point of contact for client relations, ensuring expectations are met and account management processes are effective.

Required Skills and Qualifications :

Bachelor's or master's degree preferred. 20+ years of experience, including 15+ years in leadership roles. Proven track record in operations management, client relationship management, and strategic planning. Strong leadership, communication, and team management skills. Experience in handling product areas and managing program managers.

Top Reasons to Join Our Team :

The annual base salary for this position is between $180,000 - $200,000 depending on the experience and other qualifications of the successful candidate. This position is also eligible for Cognizant's discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant's applicable plans.

A Good Fit for the Cognizant Culture :

A person who possesses a true passion for changing organizations for the better, and desires to do so within a success-oriented, yet professional atmosphere filled with business professionals who all manifest a belief in partnership, innovation, and excellence. Our "Cultural Value Drivers" are well-known and clearly communicated within the organization : Open, Transparent, Driven, Empowered, Opportunity-Filled, Flexible & Collaborative.

Benefits : Cognizant offers the following benefits for this position, subject to applicable eligibility requirements :

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.