Service Delivery Manager at Cognizant

Australia

<p>The Service Delivery Manager is accountable for operational/financial metrics and overall business results of Portfolio of assigned clients. They ensure that <br />operational policies are followed and that business objectives are achieved by <br />focusing on best practices and process improvements. The incumbent in this role is accountable for managing and retaining the revenue stream and client base, along with supporting the CP/Sales on future opportunities for growing the revenue stream.<br /><br /><span class="emphasis-3"><b>Key Responsibilities:</b></span><br /><br /><b>Client and Project Accountabilities:</b><br />• Ensure projects are forecasted appropriately<br />• Assist in defining “best practices” in delivery, including templates, work plans, methodologies<br />• Lead client meetings or facilitated strategy sessions, analyze processes, and recommend improvements, and opportunities.<br />• Drive team and individuals to achieve high client satisfaction levels<br />• Project Manager responsibilities include scheduling resources, managing budget/actuals and approval of project related change requests effort for enhancements or changes.<br />• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed<br />• Responsible for revenue pull through for Portfolio of assigned clients. <br />• Maintaining high client satisfaction ensuring agreed services are delivered against set service level agreements. <br /><b>People Development:</b><br />• Builds a strong culture of accountability and high performance<br />• Participates when required on recruiting, trainings and developing the team with skills and experience aligned to Cognizant’s needs and the market with a focus on retention of top performers<br />• Sets clear expectations for all Team Members within the matrix structure. <br />Works with direct managers for analyzing goals, activities, and results to determine action plans to improve individual and team performance per stated performance management guidelines.</p><br /><p><span class="emphasis-3"><b>Duties &amp; Tasks</b></span><br /><br />• Balances staffing strength with profitability and growth<br />• Leads and owns client service delivery aligning to ITIL best practice.<br />• Keeps current on technical, industry and competitor activities and offerings that align specifically with AMS.<br />• Drives maximum sustainable billability for AMS while balancing profitability, client satisfaction and team member quality of life<br />• Ensures adherence to policies and procedures regarding branding issues, marketing standards, and client contact<br />• Establishes a network of relationships within a broad range of functions and levels in a client organization; sustains executive and C-level client relationship<br />• Identify and help close opportunities with existing and new clients<br />• Measures client satisfaction throughout an engagement, specifically identifying ways in which a team can increase current levels of satisfaction<br />• Keeps current on corporate goals, objectives, and progress<br />• Additional duties as assigned by manager</p><br /><p><span class="emphasis-3"><b>Education &amp; Experience:</b></span></p><br /><p>• Bachelor’s degree preferred or equivalent work experience<br />• Previous Workday experience strongly preferred, but not required.<br />• 5-7 years of experience in managed services working with an offshore team<br />• 5-7 years of experience in the ERP space (HCM, Finance, or Payroll)<br />• A practitioner background in HR, Finance, or Payroll is a plus.<br />• ITIL Certification a plus<br />• Experience in Managed Services in offshore/onshore methodology and exposure to ITIL processes<br />• Excellent client facing/client service skills<br />• Previous experience as a Team Lead and demonstrable experience in leading virtual teams.<br />• Very organized individual with the ability to work in a highly deadline driven environment with strong time management, detail, and multitasking skills<br />• Experience in Microsoft Office (Word, PowerPoint, Excel, OneNote). Salesforce experience preferred, but not required.</p><p style="text-align:left"><span>#LI-Remote</span></p><p style="text-align:inherit"></p><p><span class="emphasis-3"><b>Why choose Cognizant:</b></span></p><ul><li>Entrepreneurial environment that welcomes your ideas</li><li>Opportunity to do great work</li><li>Outreach programs that support communities and tap into your volunteer spirit</li><li>Learning opportunities to help current needs and advancement</li><li><span>Global operations, with opportunities in North America, Europe and Asia Pacific</span></li><li>An abundance of Affinity groups to meet your needs</li></ul><p></p><p><span class="emphasis-3"><b>Cognizant Core Values:</b></span></p><ul><li><span><b>Work as One:</b> We think beyond roles, relying on each other’s strengths to win as a team.</span></li><li><span><b>Raise the Bar: </b>We always aim for excellence in how we work and what we deliver.</span></li><li><span><b>Dare to Innovate:</b> We push boundaries and take chances to reimagine what’s possible.</span></li><li><span><b>Do the Right Thing: </b>We all lead with integrity and always make the ethical choice.</span></li><li><span><b>Own It:</b> We own the outcomes for our company, colleagues, and community.</span></li></ul><p></p>