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