What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating many opportunities for people like YOU — people with an entrepreneurial spirit who want to make a difference in this world.At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, more innovative, and successful. Moreover, this is your chance to be part of the success story.Position Summary:As a Service Delivery Manager positioned in Client location, need to ensure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.Mandatory Skills:Stakeholder ManagementService ManagementService TrackingService ExecutionBusiness Development & Customer Relationship ManagementRoles and Responsibilities:Stakeholder Management:Facilitate periodic Governance meetings and ensure participation from relevant stakeholdersEngage Customer in Cognizant driven community initiativesFacilitate and lead Steering committee meetings with customer / senior management stakeholders validating the health of the engagementWork with sales / account teams on new opportunities and enhancing existing portfolio through data miningService Management:Accountable for Delivery of Services end to end as per the defined contract for the multiple projects being managed and adherence of SLA's as per contractAccountable for Service performance through definition and management of Metrics and KPI'sWork with the Service Transformation Head to establish SMO (Service Management Office) with appropriate roles, skills and relevant processes required for DeliveryResponsible for integrating SMO (Service Management Office) roles with service deliveryEnsure Service Continuity to all services being delivered and keep the BCP plan up-to-dateService Design and Operate:Service level managementResponsible for Continual Service Improvement & TransformationRelease managementAutomation (Build/Deploy/Test/Release/Monitor)Availability & Stability ManagementProblem managementIncident managementApp supportIT OperationsService Tracking:Conduct PMR (Project Management Review) & SMR meetingsEnsure development specific metrics are tracked/reported regularlyEnsure incidents and service requests are handled as per targets and timelines in accordance with the SOPs defined from stakeholderRepresent the delivery team to provide updates during Governance meetings like Status Review, Monthly performance, Business Review meetings, Service Governance etcEnsure adherence to KPI's and other contractual commitmentsMetrics Management: Generate and conduct a review of the portfolio level performance metrics to track the performance against goals and initiate corrective actions.Benefits Management: Track benefits realization in program deliveryService Execution:Establish the Governance framework and conduct Service Performance review meetings and ensure participation from all stakeholdersWork closely with Stakeholders (Internal/External) to fulfill the needs as per engagement dynamicsUpdate leadership on key risks in the engagementEstablish governance & oversight between Delivery and SMO for constant updating and validation of documentation within KEDB.Facilitate knowledge sharing across the program; provide support to Project Managers to achieve their knowledge goalsShare program charter, objectives and program plan with the larger team; provide inputs during the creation of program case studyIdentify value-adds and contribute to best practices, innovations and focus on adding value to the client/organization; share value addition and best practices across teamsBusiness Development & Customer Relationship Management:Ensure that Customer escalations are minimal/zero and maintain transparent communication between the Customer and the teamsEscalate misalignment of ideas (in terms of feasibility, scope inclusions etc.) to clients; articulate benefits / value add to the client; present the program status during weekly meetingsShare delivery status during steering committee meetings; respond to the escalations in a timely mannerContribute towards identification of opportunities related to the portfolio or adjacent to the current scope of workDrive innovation and transformation conversations with the CustomerChampion innovation and transformation conversations with the CustomerManage customer relationship for the ADM portfolio including managing Customer visits, travel as required to client locations etc.Provide inputs during Solution Development for new requirements; work with onsite team to mine new opportunitiesAct as the Single Point of Contact from ADM Delivery perspective to the CustomerLiaise between the Customer and Client partner for any new project readiness requirementsParticipate in Customer discussions in presenting Cognizant capabilities and representative case studies.Salary Range: $100,000Date of posting: 30/09/2024Next Steps: If you feel this opportunity suits you, or Cognizant is the type of organization you would like to join, we want to have a conversation with you! Please apply directly with us. For a complete list of open opportunities with Cognizant, visit careers.Cognizant is committed to providing Equal Employment Opportunities. Successful candidates will be required to undergo a background check.About Cognizant:Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.#LI-CTSAPAC#J-18808-Ljbffr
