Service Delivery Manager

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**:
As a Service Delivery Manager positioned in Client location, need to ensure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.

**Mandatory Skills**:

- Stakeholder Management
- Service Management
- Service Tracking
- Service Execution
- Business Development & Customer Relationship Management

**Roles and Responsibilities**:
**Stakeholder Management**:

- Facilitate periodic Governance meetings and ensure participation from relevant stakeholders
- Engage Customer in Cognizant driven community initiatives
- Facilitate and lead Steering committee meetings with customer / senior management stakeholders validating the health of the engagement
- Work 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 the defined contract for the multiple projects being managed and adherence of SLA’s as per contract
- Accountable for Service performance through definition and management of Metrics and KPI's
- 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 & Transformation
- Release management
- Automation (Build/Deploy/Test/Release/Monitor)
- Availability & Stability Management
- Problem management
- Incident management
- App support
- IT Operations

**Service Tracking**:

- Conduct PMR (Project Management Review) & SMR meetings
- Ensure development specific metrics are tracked/reported regularly
- Ensure incidents and service requests are handled as per targets and timelines in accordance with the SOPs defined from stakeholder
- Represent the delivery team to provide updates during Governance meetings like Status Review, Monthly performance, Business Review meetings, Service Governance etc
- Ensure adherence to KPI’s and other contractual commitments
- Metrics Management: Generate and conduct a review of the portfolio level performance metrics to track the 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 the needs as per engagement dynamics
- Update leadership on key risks in the engagement
- Establish governance & 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 & Customer Relationship Management**:

- Ensure that Customer escalations are mínimal/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 the 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 team to mine new opportunities
- Act as th