Job Summary
We are seeking a highly skilled Service Delivery Manager with 13 to 14 years of experience to join our team. The ideal candidate will have expertise in Project Budgeting Budget Planning and Customer Service. This role requires domain experience in Billing & Revenue Management and Finance & Accounting. The position is based in our office with rotational shifts and does not require travel.
Responsibilities
As a service manager you will be responsible for the smooth operations of our service department for a heightened level of customer satisfaction. This includes leading a team of service professionals to deliver outstanding service experiences while optimising efficiency and productivity. You will also manage service contracts track perfLeading and managing the service department ensuring efficient service delivery and customer satisfaction.Building and maintaining solid customer relationships understanding their needs and providing personalised service solutions.
Developing and implementing service strategies to enhance customer experience and meet service objectives.
Monitoring service metrics and analysing customer feedback to identify areas for improvement and implement corrective actions.
Hiring training and mentoring service staff fostering a high-performance culture and promoting professional development.
Acting as a point of escalation for complex customer issues demonstrating good problem solving skills and resolving conflicts in a professional and effective manner.
Fostering a customer-centric culture within the service team emphasising empathy professionalism and effective problem-solving.
Oversee the delivery of services to ensure they meet the agreed-upon standards and client expectations.
Manage project budgeting and budget planning to ensure financial targets are met.Provide exceptional customer service to maintain high levels of client satisfaction.Implement and monitor billing and revenue management processes to ensure accuracy and efficiency.Collaborate with finance and accounting teams to ensure financial integrity and compliance.Develop and maintain strong relationships with clients to understand their needs and provide tailored solutions.Lead the resolution of any service delivery issues to ensure minimal disruption to clients.Monitor service delivery performance metrics and implement improvements as needed.Ensure all service delivery processes are documented and followed consistently.Coordinate with internal teams to ensure seamless service delivery and client satisfaction.Conduct regular reviews of service delivery processes to identify areas for improvement.Provide training and support to team members to enhance their skills and knowledge.Stay updated with industry trends and best practices to continuously improve service delivery.
Qualifications
Possess strong expertise in project budgeting and budget planning.Demonstrate excellent customer service skills with a focus on client satisfaction.Have in-depth knowledge of billing and revenue management processes.Show proficiency in finance and accounting principles and practices.Exhibit strong problem-solving skills and the ability to resolve service delivery issues.Display excellent communication and interpersonal skills.Have experience in managing and leading teams effectively.Be detail-oriented with strong organizational skills.Show the ability to work in a fast-paced environment with rotational shifts.Demonstrate the ability to collaborate with cross-functional teams.Possess a proactive approach to identifying and implementing improvements.Have a commitment to continuous learning and professional development.Be able to adapt to changing client needs and industry trends.
Certifications Required
Certified Service Delivery Manager PMP Certification ITIL Certification
コグニザントのコミュニティ
コグニザントは、クライアントのビジネス、運営、技術モデルをデジタル時代に合わせて変革する、世界有数のプロフェッショナルサービス企業の一つです。私たちの独自の業界ベースのコンサルティングアプローチは、クライアントがより革新的で効率的なビジネスを構想し、構築し、運営するのを支援します。米国に本社を置くコグニザント（NASDAQ-100のメンバーであり、Forbesの2024年世界最高の雇用者の一つ）は、常に世界で最も称賛される企業の一つに挙げられています。コグニザントがどのようにしてクライアントがデジタルでリードするのを支援しているかについては、www.cognizant.comをご覧ください。
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コグニザントについて
コグニザント（Nasdaq-100: CTSH）は世界有数のプロフェッショナル・サービス企業であり、企業がテクノロジーの近代化、プロセスの再構築、エクスペリエンスの変革を実現し、変化の激しい世界で優位に立てるよう支援しています。
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