Service Delivery Manager

1 month ago

hyderabad, India Cognizant Full time

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

Employee Status : Full Time Employee

Shift : Night Job

Travel : No

Job Posting : Apr 05 2024

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