IT Service Delivery Manager

4 weeks ago

Brisbane, Queensland, Australia Cognizant Full time
Job Summary:

Cognizant is seeking a seasoned Service Delivery Manager to oversee the delivery of services and support processes, ensuring consistent client service delivery in an effective and cost-efficient manner.

Key Responsibilities:
  • Stakeholder Management:
    • Facilitate Governance meetings and ensure participation from relevant stakeholders
    • Engage customers in Cognizant-driven community initiatives
    • Lead Steering committee meetings with customer/senior management stakeholders to validate engagement health
    • Collaborate with sales/account teams on new opportunities and enhancing existing portfolio through data mining
  • Service Management:
    • Accountable for delivery of services end-to-end as per defined contract for multiple projects being managed and adherence of SLAs as per contract
    • Accountable for service performance through definition and management of metrics and KPIs
    • Work with the Service Transformation Head to establish SMO (Service Management Office) with appropriate roles, skills, and relevant processes required for delivery
    • Responsible for integrating SMO (Service Management Office) roles with service delivery
    • Ensure service continuity to all services being delivered and keep the BCP plan up-to-date
  • Service Design and Operate:
    • Service level management
    • Responsible for continual service improvement and transformation
    • Release management
    • Automation (Build/Deploy/Test/Release/Monitor)
    • Availability and stability management
    • Problem management
    • Incident management
    • App support
    • IT operations
  • Service Tracking:
    • Conduct PMR (Project Management Review) and SMR meetings
    • Ensure development-specific metrics are tracked and reported regularly
    • Ensure incidents and service requests are handled as per targets and timelines in accordance with SOPs defined from stakeholders
    • Represent the delivery team to provide updates during Governance meetings like Status Review, Monthly performance, Business Review meetings, Service Governance, etc.
    • Ensure adherence to KPIs and other contractual commitments
    • Metrics management: Generate and conduct a review of the portfolio-level performance metrics to track performance against goals and initiate corrective actions
    • Benefits management: Track benefits realization in program delivery
  • Service Execution:
    • Establish the Governance framework and conduct Service Performance review meetings and ensure participation from all stakeholders
    • Work closely with stakeholders (internal/external) to fulfill needs as per engagement dynamics
    • Update leadership on key risks in the engagement
    • Establish governance and oversight between delivery and SMO for constant updating and validation of documentation within KEDB
    • Facilitate knowledge sharing across the program; provide support to Project Managers to achieve their knowledge goals
    • Share program charter, objectives, and program plan with the larger team; provide inputs during the creation of program case study
    • Identify value-adds and contribute to best practices, innovations, and focus on adding value to the client/organization; share value addition and best practices across teams
  • Business Development and Customer Relationship Management:
    • Ensure customer escalations are minimal/zero and maintain transparent communication between the customer and the teams
    • Escalate misalignment of ideas (in terms of feasibility, scope inclusions, etc.) to clients; articulate benefits/value add to the client; present the program status during weekly meetings
    • Share delivery status during Steering Committee meetings; respond to escalations in a timely manner
    • Contribute towards identification of opportunities related to the portfolio or adjacent to the current scope of work
    • Drive innovation and transformation conversations with the customer
    • Champion innovation and transformation conversations with the customer
    • Manage customer relationship for the ADM portfolio, including managing customer visits, travel as required to client locations, etc.
    • Provide inputs during Solution Development for new requirements; work with onsite teams to mine new opportunities
    • Act as the Single Point of Contact from ADM Delivery perspective to the customer
    • Liaise between the customer and client partner for any new project readiness requirements
    • Participate in customer discussions in presenting Cognizant capabilities and representative case studies

Salary Range: $100,000+

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

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