Service Delivery Manager
2 weeks ago
Excellent opportunity for Service Delivery Manager to be part of our Cloud Infrastructure & Security services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.
Key Responsibilities
- Service Delivery for large Digital Workplace Services account spread across the globe
- Client facing role in UK and first point of contact for any service delivery issues
- Responsible for maintaining a healthy relationship with the client, managing and growing the portfolio across all the client locations
- Connect with all key client stake holders across the globe to understand any challenges or issues in the respective region
- Establish the weekly and monthly connects with client as per governance model to keep them updated on the program progress, Deliverables, highlight any potential risks
- Respond to customers’ queries and complaints, escalate when necessary and ensure corrective action is taken
- Seek and analyze customer feedback at desired intervals and initiate ways to improve the customer satisfaction survey score
- Ability to elicit cooperation from a wide range of internal stakeholders including functional groups and management
- Ability to work well under pressure and prioritize tasks.
- Communicate proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements.
- Anticipate details of future projects by communicating directly with clients and staying informed of relevant trends and industry news.
- Implement and use Cognizant best practices like Zero Operational Error Framework, Floor Management and change management methodology
- Promote Cognizant Operations maturity model to enable best in class service
- Ensure sufficient resources/staff are available to deliver required services to client
- Review automation, transformation plans to ensure they are in line with the proposal
- Responsible for budget estimation, planning and allocation
- Assess revenue loss due to resourcing challenges
- Prepare and review the margin optimization plan in bring in efficiencies
Key Skills and Experience:
- Strong understanding of Service desk, Deskside support, Unified Command Center
- Experience in managing multi culture teams across countries
- Should have executed large/medium service desk and deskside support transitions
- Digital Experience Tools – Nexthink implementation, Digihub and Chatbot tools
- Integrations within the digital experience tools and with ticketing tool
- Good track record of automation and transformation implementation
- Experience in managing implementation of Smart Centres, Smart lockers and Vending Machines
- Exposure to service now projects implementation – HAM Pro, BCM/IRM and CMDB
- Extensive experience in working with deskside support partner organisations on contract flow down terms, adhoc business requirements, PC refresh projects.
- Experience in managing service delivery in Retail sector would be an added advantage.
At Cognizant you will experience an exciting mix of innovation by design, creativity, collaboration and efficiency within a framework of stimulating objectives and a passion for delivering the best to our customers.
You will be joining a network of some of the most creative, innovative and dedicated people in the industry with ample opportunities to learn and develop your career.
Our Associates are chosen for their attitude, skills, knowledge and enthusiasm but above all, their belief that anything is possible.
Cognizant is an equal opportunities employer and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions or trade union membership
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