Job Description
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The Service Delivery Manager is accountable for
operational/financial
metrics and
n overall business results of Portfolio of assigned clients. They ensure that
n operational policies are followed and that business objectives are achieved by
n focusing on best practices and process improvements. The incumbent in this role
n is accountable for managing and retaining the revenue stream and client base,
n along with supporting the CP/Sales on future opportunities for growing the
n revenue stream.
Key Responsibilities:
Client and Project Accountabilities:
n • Ensure projects are forecasted appropriately
n • Assist in defining "best practices" in delivery, including templates, work plans, methodologies
n • Lead client meetings or facilitated strategy sessions, analyze processes, and recommend improvements, and opportunities.
n • Drive team and individuals to achieve high client satisfaction levels
n • Project Manager responsibilities include scheduling resources, managing budget/actuals and approval of project related change requests effort for enhancements or changes.
n • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
n • Responsible for revenue pull through for Portfolio of assigned clients.
n • Maintaining high client satisfaction ensuring agreed services are delivered against set service level agreements.
People Development:
n • Builds a strong culture of accountability and high performance
n • 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
n • Sets clear expectations for all Team Members within the matrix structure.




n 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.
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Duties & Tasks
n • Balances staffing strength with profitability and growth
n • Leads and owns client service delivery aligning to ITIL best practice.
n • Keeps current on technical, industry and competitor activities and offerings that align specifically with AMS.
n • Drives maximum sustainable billability for AMS while balancing profitability, client satisfaction and team member quality of life
n • Ensures adherence to policies and procedures regarding branding issues, marketing standards, and client contact
n • Establishes a network of relationships within a broad range of functions and levels in a client organization; sustains executive and C-level client relationship
n • Identify and help close opportunities with existing and new clients
n • Measures client satisfaction throughout an engagement, specifically identifying ways in which a team can increase current levels of satisfaction
n • Keeps current on corporate goals, objectives, and progress
n • Additional duties as assigned by manager
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Education & Experience:
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• Bachelor's degree preferred or equivalent work experience
n • Previous Workday experience strongly preferred, but not required.




n • 5-7 years of experience in managed services working with an offshore team
n • 5-7 years of experience in the ERP space (HCM, Finance, or Payroll)
n • A practitioner background in HR, Finance, or Payroll is a plus.
n • ITIL Certification a plus
n • Experience in Managed Services in offshore/onshore methodology and exposure to ITIL processes
n • Excellent client facing/client service skills
n • Previous experience as a Team Lead and demonstrable experience in leading virtual teams.
n • Very organized individual with the ability to work in a highly deadline driven environment with strong time management, detail, and multitasking skills
n • Experience in Microsoft Office (Word, PowerPoint, Excel, OneNote). Salesforce experience preferred, but not required.
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#LI-Remote
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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)
🏢 Collaborative Solutions
📍 Victoria