Service Delivery Director
Science / Engineering Graduate
Responsibility : Service Management :
Service Management :
Accountable for Delivery of Services 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 within service delivery.
Ensure Service Continuity to all services being delivered and keep the BCP plan uptodate.
Service Tracking :
Conduct PMR (Project Management Review) meetings.
Ensure incidents and service requests are handled as per targets and timelines in accordance with the SOP communicated by the Supervisor.
Represent the delivery team to provide updates during Governance meetings like Status Review, Monthly performance, Business Review meetings.
Ensure adherence to KPI’s and other contractual commitments.
Service Exceution :
Establish the Governance framework and conduct Service Performance review meetings and ensure participation from all stakeholders.
Work closely with Onsite counterpart in fulfilling the Communication needs of the Customer.
People Management :
Engage and coach Service managers and direct reports.
Drive (establish and drive) performance management process with rigor (goal setting, appraisals and promotions) for the entire account.
Responsible for ensuring adherence to account level training plans based on skill set needs.
Enable periodic skill assessment of associates and subsequent adherence to learning plans.
encourage cross skilling programs and skill enhancement initiatives.
Continuously mentor and maintain a succession plan for all key roles and stakeholders.
Conduct SKIP level meetings with associates to understand improvement opportunities, address issues and organize team building exercise and related events.
Forecasts, mobilizes, recruits and trains AVM talent and infrastructure for the engagement.
Contribution to Org Initiatives :
Adhere to Organization policies and procedures.
Share best practices within the SBU and Organization.
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.
Update leadership on key risks in the engagement.
Business Development & Customer Relationship Management :
Meet or exceed the CSS targets set by the AVM SBU head.
Drive innovation and transformation conversations with the Customer.
Manage customer relationship for the AVM 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.
Participate in Customer discussions in presenting Cognizant capabilities and representative case studies.
Account Operations :
Accountable for Service Delivery of the account.
Responsible for governing service Improvement initiatives & drive account specific innovation campaigns.
Enable risk assessment and establish mitigation plan.
Responsible for proactively managing costs to achieve and exceed profitability targets.
Responsible for overall billing and invoicing & annual planning of resource / infrastructure requirements (like workspace, delivery location expansion).
Organize and participate in Delivery audits and ensure closure of all action items.