Service Delivery Manager

2 weeks ago

Hyderabad, Telangana, India Cognizant Technology Solutions Full time

Deputy General Mgr - O2C

Qualification:

Post Graduate (preferably MBA)

Responsibility:

Business/ Customer:


• Deliver on Financial goals for the business
  • • Manage customer relationships through regular communication with clients through weekly/ monthly reviews.
  • • Discuss operational issues and Critical to Quality (CTQ) delivery.
  • • Attend customer calls and meetings, proactively flag issues and prevent surprises.
  • • Anticipate & plan for new business & get involved in hiring.
  • • Proactively identify opportunities for additional business with customer.
  • • Manage and resolve escalations and issues raised by customers.
  • • Prepare and report process performance metrics to stakeholders.
  • • Participate in management discussions (Governance discussion, Management forums with customer).
  • • 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.
  • • Identify opportunities for Growth & deliver on growth commitments (number of people).
  • • Identify key cost drivers and ensure they are optimized.
  • • Adopt best practices from other processes/ verticals etc.
  • • Share value addition and best practices across teams.

Project / Process:


• Ensure proper documentation and knowledge transfer as per project plan and schedule
  • • Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines.
  • • Initiate and deliver on process improvement projects to improve process efficiencies.
  • • Work with support functions to enable infrastructure support to team and ensure zero downtime.
  • • Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms.
  • • Effective utilization of resources Prepare for infrastructure and other growth related requirements.
  • • 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.
  • Implementing the roadmap to take the Order to Cash function to BIC, institutionalizing an operating mechanism and control framework capable of delivering zerosurprise performance, developing training modules for the domain and applying best practices across industry verticals to ensure SLAs are met as agreed for customer satisfaction.

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:


• Provide guidance and mentorship to team
  • • Drive knowledge management and continuous up skilling of the team.
  • • Conduct performance appraisals for team members.
  • • Identify training needs for direct reports and ensure domain/developmental trainings needs are met.
  • • Manage attrition through skip level meetings, planning interventions, engagement calendars.
  • • 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

  • Speaking English

Good To Have Skills

  • Order to Cash Order Management

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