Service Delivery Manager

Job Summary

We are seeking an experienced Service Delivery Manager with 20 to 22 years of experience to join our team. The ideal candidate will have expertise in CX-Project Management, ITIL V4, and Delivery Management. Experience in Airport Vendor Management is a plus.

Key Job Duties:

• Accountable for the overall performance and delivery of assigned services, including availability, reliability, utilization, and adoption.
• Develop and maintain service roadmaps, ensuring alignment with business objectives and customer needs.
• Lead the development and validation of communication materials for service releases. Service Management:
• Manage the service lifecycle, including service strategy, design, transition, and operations.
• Coordinate activities between different teams, including architecture, engineering, QA, and operations.
• Conduct regular service review sessions, dashboard reporting, and performance analysis.
• Customer Engagement:
• Act as the primary point of contact for customers regarding service-related issues and inquiries.
• Ensure customer satisfaction by addressing concerns promptly and effectively.
• Gather and analyze customer feedback to drive service improvements.
• Continuous Improvement:
• Identify opportunities for service enhancements and implement changes to improve service quality and efficiency.
• Lead root cause analysis for any service-related issues and implement corrective actions.
• Promote a culture of continuous service improvement within the team.
• Collaboration and Communication:
• Work closely with product owners, project managers, and other stakeholders to ensure successful service delivery.
• Facilitate communication between different teams and departments to ensure alignment and collaboration.
• Provide regular updates to senior management on service performance and improvement initiatives.
• Expected Outcomes and Key Performance Indicators (KPIs):
• Service Availability and Reliability: Ensure that services meet or exceed agreed-upon availability and reliability targets. KPIs include uptime percentage, mean time between failures (MTBF), and mean time to repair (MTTR).
• Customer Satisfaction: Achieve high levels of customer satisfaction through effective service delivery and issue resolution. KPIs include customer satisfaction scores (CSAT), Net Promoter Score (NPS), and customer feedback ratings.
• Service Performance: Monitor and improve service performance to meet business objectives. KPIs include service response times, resolution times, and adherence to service level agreements (SLAs).
• Cost Efficiency: Optimize service delivery to achieve cost efficiency while maintaining high service quality. KPIs include cost per service unit, budget adherence, and cost savings achieved through process improvements.
• Service Adoption and Utilization: Drive the adoption and utilization of services to maximize their value to the organization. KPIs include service usage metrics, user adoption rates, and service utilization rates.
• Continuous Improvement: Implement continuous improvement initiatives to enhance service quality and efficiency. KPIs include the number of improvement initiatives implemented, the impact of improvements on service performance, and the reduction in service-related incidents.

Responsibilities

• Lead the delivery of complex projects ensuring they meet the required standards and timelines.
• Oversee the project management lifecycle from initiation to closure.
• Provide guidance and support to project teams to ensure successful project delivery.
• Implement ITIL V4 best practices to enhance service delivery and operational efficiency.
• Manage stakeholder expectations and maintain effective communication throughout the project lifecycle.
• Ensure compliance with company policies and procedures in all project activities.
• Monitor project progress and make necessary adjustments to ensure successful completion.
• Collaborate with cross-functional teams to achieve project objectives.
• Identify and mitigate risks associated with project delivery.
• Ensure the quality of deliverables meets the clients expectations.
• Drive continuous improvement initiatives to enhance project delivery processes.
• Utilize domain expertise in Airport Vendor Management to optimize project outcomes.
• Report project status and performance metrics to senior management.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in service management and ownership roles within a managed service provider or similar environment.
• Strong understanding of ITIL framework and service management best practices.
• Extensive experience in IT infrastructure management, including servers, networks, and storage systems.
• Minimum of 18-20 years of experience in IT service management or a related field.
• Excellent communication, leadership, and interpersonal skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Experience with specific infrastructure tools and technologies such as VMware, Cisco, Microsoft Azure, AWS, and other relevant platforms.

Preferred Qualifications:

• ITIL certification or equivalent.
• Experience with cloud services and infrastructure management.
• Familiarity with agile methodologies and DevOps practices.

Key Competencies:

• • Customer Focus: Demonstrates a strong commitment to meeting the needs of internal and external customers.
  • Leadership: Inspires and motivates team members to achieve high performance.
  • Collaboration: Works effectively with others to achieve common goals.
  • Problem Solving: Identifies and resolves issues in a timely manner.
  • Adaptability: Adapts to changing business needs and environments.

Certifications Required

ITIL V4 Certification PMP or equivalent Project Management Certification preferred.

Salary and Other Compensation:

Applications will be accepted until 4/10/25

The annual salary for this position is between $105,750 - $193,500 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

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