Sr. Manager - Projects
Cognizant
Chennai, Tamil Nadu, India
6d ago

Service Delivery Director

Qualification :

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).
  • Audit :

  • Organize and participate in Delivery audits and ensure closure of all action items.
  • Core Java
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