Manager - Projects
Cognizant
Bangalore, Karnataka, India
2d ago

Service Delivery Manager

Qualification : B Sc, M Sc BE, MCA

Responsibility :

Stakeholder Management :

  • Ensure management reports are circulated to the relevant stakeholders as per agreed timelines.
  • Service Management :

  • Act as the Single Point of Contact for Delivery for the project.
  • Responsible for End to End Service Delivery for the portfolio / LOB being managed.
  • Devise Corrective and Preventive actions for any Service Level breaches, near misses and Customer escalations.
  • Integrates Service Management Office into the service delivery to effectively leverage their specialist capabilities (eg Incident Management, Problem Management, Change Management etc).
  • Manage defined processes and risks with respect to organization and customer.
  • Coordinate with onsite and offshore teams as necessary during project delivery.
  • Service Tracking :

  • Ensure service performance of the portfolio through defined metrics and KPI's.
  • Participate in PMR and Service performance review meeting and ensure availability of all relevant performance data.
  • Ensure that status reports & dashboards are sent to the customer for the project(s) at the agreed intervals.
  • Service Execution :

  • Coordinate and test Service Continuity plan on a periodic basis.
  • Resolving all customer requests, issues / escalations in a timely manner.
  • Knowledge Management :

  • Liaise with Academy for project level training needs and ensure training plans are made available based on skillset needs.
  • People Management :

  • Drive performance management process (goal setting, appraisals and promotions) for the project (Portfolio / LOB).
  • Responsible for onboarding new hires.
  • Manage conflicts within the team and organize team building exercises.
  • Enable periodic skill assessment of associates and subsequent adherence to learning plans.
  • Initiate (Performance Improvement Plan) PIP in case of nonperformance.
  • Continuously mentor and have succession plan for all key roles.
  • Responsible for forecasting and managing staffing requirements for the portfolio.
  • Contribution to Org Initiatives :

  • Adhere to Organization policies and procedures.
  • Participate in Customer round table discussions / floor visits and share project experience.
  • Share best practices with the Organization and leverage Organization assets for the benefit of the project.
  • Adopt and implement organization initiatives like 'Best in Class', Pinnacle, Innovation programs etc.
  • Adopt and replicate best practices from other engagements in SBU and organization.
  • Business Development & Customer Relationship Management :

  • Participate in Customer review / governance meetings to discuss on Service performance, project issues and improvement opportunities.
  • Participate and provide inputs during Solution development activities Build relationships with line managers or portfolio owners in the customer organization.
  • Coordinate and ensure preparedness for the Customer visits.
  • Anticipate issues and needs of the customer related to the project and address them proactively.
  • thereby help achieve CSS targets.
  • Account Operations :

  • Ensure workenvironment availability (infrastructure, relevant software, access etc) to the project resources.
  • Establishes the key calendar of events for the project / LOB.
  • Initiate and drives Continual Service Improvement program.
  • Audit :

  • Participate in audits and track action items to closure.
  • Responsible for billing and invoicing for the portfolio being managed.
  • CRM-Sales
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