Engagement Delivery Leader – Digital Workplace Operations

6 days ago

Hyderabad, Telangana, India Cognizant Technology Solutions Full time
Engagement Delivery Leader – Digital Workplace Operations

Location: Hyderabad

Experience: 15+ years

Employment Type: Full-time

Role Overview

We are looking for an experienced Senior Delivery Manager to lead delivery operations within the Digital Workplace Operations (DWO) portfolio, covering global service desk, field services, and end-user computing. This role requires strong expertise in Lifesciences, Pharma, and Healthcare domains, and close collaboration with the Delivery Director and client stakeholders to ensure successful execution of strategic initiatives and transformation programmes.

Key Responsibilities
  • Manage end-to-end delivery of DWO services for Lifesciences, Pharma, and Healthcare clients.
  • Align delivery operations with client expectations, contractual obligations, and organisational goals.
  • Collaborate with Engagement Delivery Lead to define and execute delivery strategies and transformation roadmaps.
  • Drive operational excellence through automation, innovation, and continuous improvement.
  • Build and maintain strong client relationships, ensuring high satisfaction and engagement.
  • Monitor delivery performance, financial metrics, and risk mitigation plans.
  • Ensure compliance with industry regulations, data privacy, and security standards.
  • Support business growth through opportunity identification and expansion of existing engagements.
  • Lead global teams across geographies, ensuring effective resource utilisation and talent development.
  • Maintain PCSAT scores of 9+ through proactive issue resolution and stakeholder engagement.
KPIs & Success Metrics

PCSAT score

  • 9.0
  • SLA compliance across all service lines
  • Cost optimisation through automation and efficient resource utilisation
  • Improved delivery margins and reduced operational overheads
  • High levels of client satisfaction and engagement
Required Skills & Experience
  • 15+ years in IT delivery management, with at least 5 years in Lifesciences, Pharma, or Healthcare domains.
  • Proven experience managing large-scale delivery operations across global teams.
  • Strong understanding of digital workplace technologies, service desk operations, and ITIL frameworks.
  • Excellent leadership, communication, and stakeholder management skills.
  • Experience managing multimillion-dollar engagements and complex vendor ecosystems.
  • Ability to drive strategic initiatives and influence senior leadership.
  • Fluent in English; additional language skills (Spanish, Portuguese) are a plus.
Preferred Qualifications
  • Bachelor's/Master's degree in Computer Science, IT, or related field.
  • Certifications: ITIL, PMP, or equivalent project/delivery management frameworks.
  • Experience in regulated environments and compliance-driven industries.

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