Service Delivery Manager

Job Summary

Cognizant Technology Solutions India Pvt Ltd
IT/Computers - Software
Years of Experience
Posted On
11th Oct 2019

Job Description:

Business Manager - Tech Support

Qualification: Education- Post Graduate (preferably MBA), PMP certification or relevant domain certification

Stakeholder/Business Management:
Deliver on financial goals for the business.
Prepare and report process performance metrics to stakeholders.
Participate in management discussions (Governance discussion, Management forums with customer).
Identify key cost drivers and ensure they are optimized.
Proactively identify opportunities for additional business with customer.
Identify opportunities for growth & deliver on growth commitments (number of people).
Anticipate & plan for new business & get involved in hiring.
Share value addition and best practices across teams.
Adopt best practices from other processes/ verticals etc.

Customer Relationship Management: Manage customer relationships through regular communication with clients through weekly/ monthly reviews.
Discuss operational issues and Critical to Quality (CTQ) delivery issues with the customer.
Attend customer calls and meetings, proactively flag issues and prevent surprises.
Manage and resolve escalations and issues raised by customers.
Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.
Analyze customer feedback at desired intervals and initiate ways to improve the score.

Process Improvements and Adherence: Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms.
Initiate and deliver on process improvement projects to improve process efficiencies.

Project Control, Management and Review / Program delivery: Drive team to achieve process SLAs / metrics productivity and quality targets within the established timelines.
Ensure proper documentation and knowledge transfer as per project plan and schedule.
Work with support functions to enable infrastructure support to team and ensure zero downtime.
Prepare for infrastructure and other growth related requirements.
Ensure resource utilization and scheduling of end to end work.
Plan for resources based on volume projection and current available head count and allocate responsibilities.
Effective forward planning in terms of process delivery, people & client engagement.

People / Team: Provide guidance and mentorship to team.
Drive knowledge management and continuous up skilling of the team.
Conduct performance appraisals for team members.
Manage attrition through skip level meetings, planning interventions, engagement calendars.
Identify training needs for direct reports and ensure domain/developmental trainings needs are met.
Participate in organizational initiatives such as recruitment drives, training programs etc.
Deliver communication received from senior management to the team members though town halls, team meetings.


About Us:

Cognizant is a global leader in business and technology services that helps Clients bring the future of work to life – today – in a business environment that is being transformed by accelerating globalization, virtualization, and the shift toward cloud technologies.

We continuously seek the “best and the brightest” when we recruit new employees, and we’re consistently an “employer of choice” at leading engineering and business schools around the world. Our domain industry specialists have well-established backgrounds working with companies in the industries we serve.

Our teams and their talent are a principle reason that we consistently outperform the competition.