Service Delivery Lead

2 weeks ago

Melbourne, Victoria, Australia Cognizant Full time

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.


The Service Delivery Lead (SDL) will be a Melbourne based resource and is responsible for making sure that services are being seamlessly delivered to Clint.

This role will oversee a variety of tasks such as leading Support teams, monitoring and management of all open tickets, monitoring progress of ticket resolution, tracking KPIs ensuring close interactions with the Supplier team and Client.

The key responsibilities of the SDL include;

  • Leading Service delivery for all BAU RUN operations to ensure optimal service;
  • Responsible for governance oversight for transformation projects including any other specific project undertaken by the Supplier;
  • Maintaining high performance levels for servicerelated processes, and implementing improvement activities wherever necessary;
  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for postincident reviews;
  • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery;
  • Developing a deep understanding of the client IT landscape to gain insights into the scope of service delivery;
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand;
  • Analysing thirdparty as well as internal processes, and creating strategies for service delivery optimization;
  • Being a Single Point of Contact for all queries from the client Leadership;
  • Presenting services report (with detailed insights) to the client leadership in monthly meetings;
  • Supplier representative in all appropriate meetings with the client & its partners;
  • Part of the governance council between supplier & the client; and
  • Being the single point of escalation for all servicerelated issues.

Next steps:

#LI-GC1COGTAG

Employee Status :
Full Time Employee

Shift :
Day Job

Job Posting :
Jan

**About Cognizant

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