Director - Service Delivery

4 weeks ago

Brisbane, Queensland, Australia Cognizant Technology Solutions 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.

Position Summary:

20 years of Experience in Transforming and Delivering Large Managed Services Engagements for P&C and Life Insurance CustomersSimilar experience in managing P&L for a minimum of $10Mn Annual revenue.Experience in Managing relationship with the Customer Executive Leadership team.Excellent written, communication, interpersonal skills, and operating as a team player.Manage the Service Delivery for a Large Insurance Customer including Application Support, Enhancements & DevelopmentCollaborating with Customer on their Transformation journey by Simplifying & Modernizing systems and delivering innovative solutionsRationalization of Application landscape and thereby reducing the cost of ownership for the CustomerExperience in solutioning and implementation of modernizing Legacy application technologies namely Mainframe.Utilize Cognizant's industry leading legacy modernization framework to accelerate Customer's move towards newer platforms.Implement Continuous Service Improvements across the portfolio with specific focus on Automation and Performance improvement. Collaborate with Cognizant's automation Center of Excellence to assess for and identify ITPA and RPA opportunities and execute projects to specifically leverage NeuroIT and other enterprise level tools on the automation journey.Manage heterogenous technology teams cutting across geographies (Multiple Customer locations and offshore delivery locations in India)

Mandatory Skills:

Strong Knowledge on Applens, ServiceNow and JIRA.Hands on experience in NeuroIT Automation Framework.Expert knowledge on rolling out and managing thru ITIL Framework.Knowledge of AIOps concepts including monitoring and healing tools.Realtime experience in implementing and managing large managed services programs thru Safe Agile.

Roles and Responsibilities:

Maintain and establish long term synergetic customer relationship – providing continuous value.Identify, evaluate, and prioritize opportunities resulting in optimization / cost savings for the customer and revenue generation for Cognizant.Development and Tracking Account Strategies – maintain strategic advantage vis-à-vis the competition / other vendors.Signing of new contracts (SOWs) and renewals.Status reporting to customer executive leadership team on a weekly basis on progress made, highlight issues/concerns that are impacting the program.Track and report metrics and SLA adherence to customer on a weekly basis.Act as liaison with the Client's personnel to ensure the availability of adequate hardware, software, communication infrastructure, technical support, and other resources for the Cognizant team.Play the brand steward (or ambassador) role for Cognizant.Work with the customer for new project proposals from pursuit to contract negotiation.Responsible for strategic planning initiatives.Propose value adds to customer through innovative initiatives.Bring in technical and domain SMEs within Cognizant to proactively identify and address customer needs. Be the customer's ambassador to these Cognizant Centers of excellence teams.Overseeing / tracking of adherence to SLAs. Be responsible for timely delivery of all agreed project deliverables.Escalation point for Customer for feedback on delivery.Set up sync-up calls with direct reports on Incident / Service Ticket statuses. Prepare and maintain project plan, monitor the progress of projects/tasks as per plan and track issues to closure.Track project progress to ensure completion on time and on budget.Prioritize, allocate and monitor tasks for Cognizant team members and monitor the overall workload and make any changes required to team size and onsite/offshore team ratio that is cost effective for the client.Identify value additions and process improvements working with the team which provides cost benefit to customers.Track Issues and risks and work with offshore team for ensuring contingency/mitigation plans are implemented.Budget planning and revenue forecasting.Customer invoicing.Demand forecastingReview and report to the leadership team on the Monthly/Quarterly/annually financials.

Salary Range: >$100,000

Next Steps: If you feel this opportunity suits you, or Cognizant is the type of organization you would like to join, we want to have a conversation with you Please apply directly with us.For a complete list of open opportunities with Cognizant, visit

Cognizant is committed to providing Equal Employment Opportunities. Successful candidates will be required to undergo a background check.

About Cognizant:

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Learn how Cognizant helps clients lead with digital at or follow us @Cognizant.

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