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    Service Delivery Manager - Hyderabad, India - Cognizant Technology Solutions

    Cognizant Technology Solutions
    Cognizant Technology Solutions Hyderabad, India

    1 week ago

    Default job background
    OTHER
    Description

    Service Delivery Manager: - Coimbatore

    Qualification:

    Graduate, Post Graduate (preferably MBA)

    Responsibility:

    Business, Customer
    • Acts as L3 point of contact for escalation.
    • Accountable for entire Project(s) deliverables.
    • Engage with Client, customer to anticipate issues and needs of the customer related to the project.
    • Responsible to work with transitions and training teams on new transitions.
    • Responsible to work with PEX teams on driving process improvements.
    • Responsible for driving CCA consumption for entire team.
    • 100% compliance on reports and client Governance calls for the project(s).
    • Work with MIS teams on resource allocation and reporting.
    • Responsible to drive all the internal mandate courses for the teams.
    • BCP readiness and work in accordance to manage and document any event.

    Project / Process:

    Lead, Drive awareness sessions on Innovation and Process Improvement
    • Identify and drive opportunities to enhance service delivery.
    • Ensure adherence to Quality norms and processes.
    • Enable risk assessment and establish mitigation plan.
    • Review process audit findings and take corrective action to prevent negative result.
    • Should drive actions on high risk items.
    • Manages project risks and issues ensuring that project team members are actively involved in the identification and take ownership of risks initiating corrective action where necessary.
    • Knowledge Management.
    • Ensure strong and regular cross training programs within the project.
    • Responsible on documenting any change in process, metrics and work with internal teams to ensure the same is being addressed and closed.
    • People, Team Management.
    • Lead team building activities to enhance motivational levels.
    • Manage attrition and absenteeism by creating a motivational environment in the project.
    • Work on appropriate mentoring/coaching and grooming of direct reports to move on to the next level.
    • Conduct and ensure transparent appraisal process for all associates.
    • Responsible to ensure teams are given opportunity to enhance their skills.
    • Accountable to drive Performance Management system to enable associates in knowing their performance periodically (Daily,Weekly,Monthly).
    • Drive teams to work with Leads and TMs and document performance reviews in Go Perform.
    • Responsible for tracking and collating team Quality addressing the issues and work with PEX team to arrive at a mitigation plan.
    • Responsible for backfilling the open positions.

    Must Have Skills

    • MS Excel
    • MS Office
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