Service Delivery Manager

September 29, 2026

Hybrid

Lead

Navalcarnero, Madrid

Worth knowing

Mandatory office attendance
2 days per week
English is required

Description

Cognizant Spain is hiring a Service Delivery Manager for Pega ADM services. The role owns end-to-end delivery across maintenance, enhancement and upgrade workstreams, managing governance, financials, resources and SLAs. The position is hybrid with two days per week from the Madrid office, and professional English is required. The company emphasizes leadership, international exposure and career growth in a collaborative environment.

Responsibilities

Own end-to-end PEGA ADM service delivery across maintenance, enhancement, and upgrade workstreams
Act as the main point of accountability for delivery performance and stakeholder engagement
Manage program governance, financial performance, resource capacity, and delivery efficiency
Monitor SLAs, KPIs, and service outcomes, ensuring operational excellence and service quality
Identify and mitigate delivery risks while driving continuous improvement
Define and evolve delivery operating models, frameworks, and best practices
Drive adoption of AI, GenAI, automation, predictive analytics, and intelligent service management
Prepare and present governance reports to senior stakeholders
Mentor and support teams, fostering knowledge growth and high performance

Requirements

Experience as a Service Delivery Manager, Engagement Manager, or similar leadership role within Application Development & Maintenance services
Strong experience managing end-to-end delivery, governance, stakeholder relationships, and service performance
Knowledge of PEGA platforms and delivery models
Experience managing delivery financials, resource planning, staffing, and delivery optimization
Proven track record managing SLAs, KPIs, KRAs, and service quality
Strong risk management, problem-solving, and decision-making skills
Experience leading distributed teams in international environments
Excellent communication and stakeholder management skills
Professional level of English
PEGA certifications or previous PEGA delivery experience
Experience implementing AI and GenAI-driven delivery improvements
Knowledge of PEGA AI capabilities, including Next Best Action and predictive analytics
Experience with Agile delivery methodologies and continuous improvement initiatives

Conditions

Permanent contract
Restaurant tickets
Referral program
Competitive salary and benefits package
Hybrid working model (2 days per week from the Madrid office)
International exposure partnering with global teams and stakeholders
Career growth through challenging projects and continuous learning opportunities

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