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    Manager - Projects - Chennai, India - Cognizant Technology Solutions

    Cognizant Technology Solutions
    Cognizant Technology Solutions Chennai, India

    1 week ago

    Default job background
    OTHER
    Description

    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.

    Must Have Skills

    • Salesforce Integration
    • Salesforce Configuration

    Good To Have Skills

    • SFDC Dev & Customization
    • ANSI SQL
    • Core Java
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