Service Delivery Manager

1 week ago

Gurgaon, Haryana, India Cognizant Full time

Business Manager - Digital Marketing

Qualification:


• Education:

Post Graduate (preferably MBA), PMP certification or relevant domain certification

Responsibility:

Stakeholder/Business Management:

  • • Deliver on financial goals for the business.
  • • Prepare and report process performance metrics to stakeholders.
  • • Participate in management discussions (Governance discussion, Management forums with customer).
  • • Identify key cost drivers and ensure they are optimized.
  • • Proactively identify opportunities for additional business with customer.
  • • Identify opportunities for growth & deliver on growth commitments (number of people).
  • • Anticipate & plan for new business & get involved in hiring.
  • • Share value addition and best practices across teams.
  • • Adopt best practices from other processes/ verticals etc.

Customer Relationship Management:

  • • Manage customer relationships through regular communication with clients through weekly/ monthly reviews.
  • • Discuss operational issues and Critical to Quality (CTQ) delivery issues with the customer.
  • • Attend customer calls and meetings, proactively flag issues and prevent surprises.
  • • Manage and resolve escalations and issues raised by customers.
  • • Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.
  • • Analyze customer feedback at desired intervals and initiate ways to improve the score.

Process Improvements and Adherence:

  • • Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms.
  • • Initiate and deliver on process improvement projects to improve process efficiencies.

Project Control, Management and Review / Program delivery:

  • • Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines.
  • • Ensure proper documentation and knowledge transfer as per project plan and schedule.
  • • Work with support functions to enable infrastructure support to team and ensure zero downtime.
  • • Prepare for infrastructure and other growth related requirements.
  • • Ensure resource utilization and scheduling of end to end work.
  • • Plan for resources based on volume projection and current available head count and allocate responsibilities.
  • • Effective forward planning in terms of process delivery, people & client engagement.

People/Team:

  • • Provide guidance and mentorship to team.
  • • Drive knowledge management and continuous up skilling of the team.
  • • Conduct performance appraisals for team members.
  • • Manage attrition through skip level meetings, planning interventions, engagement calendars.
  • • Identify training needs for direct reports and ensure domain/developmental trainings needs are met.
  • • Participate in organizational initiatives such as recruitment drives, training programs etc.
  • • Deliver communication received from senior management to the team members though town halls, team meetings.

Must Have Skills

  • Portfolio & Project mgmt (PPM)
  • Customer Service
  • Online/Digital Marketing

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