Job Summary
Provide centralized program and delivery operations support to the SDM owning planning governance reporting documentation training compliance dashboards RAID and financial administration. Ensure the global OT support service runs in a predictable and audit ready manner and meets SLAs across regions.
Responsibilities
Key Responsibilities
Program Planning and Governance
Maintain the Integrated Master Plan and the calendar of governance cadences including weekly site monthly regional and quarterly global sessions. Publish agendas and minutes.
RAID Management
Own the Risks Assumptions Issues and Dependencies log. Track actions and decisions and ensure timely follow ups and necessary escalations to the SDM.
SLA and KPI Reporting
Build and maintain ServiceNow reports and dashboards including incident volume trends SLA adherence outage tracking knowledge base lifecycle training compliance and resolver performance.
Performance Packs
Prepare consolidated monthly and quarterly performance packs using PowerPoint and Excel for review forums. Compute penalty and incentive metrics and perform trend analysis.
Documentation and Compliance
Curate SOPs work instructions templates and audit evidence within SharePoint and Confluence. Enforce ALCOA plus standards for tickets and root cause analyses.
Training and Onboarding
Coordinate training matrices onboarding checklists and site access requirements. Track training compliance status and monitor expirations.
Financial and Resource Administration
Support budget tracking purchase order and invoice reconciliation time and material and FTE utilization and forecast updates. Maintain shift rosters and coverage maps.
ServiceNow and Knowledge Base Lifecycle
Administer ServiceNow group membership and resolver group hygiene. Manage knowledge base article lifecycle workflows and ensure timely reviews and retirements.
CAPA and Interim Controls
Coordinate documentation and approvals for interim controls where required. Track CAPA status for problem records.
Stakeholder and Vendor Coordination
Manage cross functional calendars major incident postmortem sessions and supplier performance reviews. Capture actions accountable owners and timelines.
Quality Investigations Support
Coordinate data requests and prepare evidence packages from OT systems to support quality investigations and quality assurance needs.
Continuous Improvement Enablement
Track CSI initiatives maintain an improvement backlog and standardize templates for root cause analyses knowledge base articles and readiness checks.
GxP Relevance
Ensure all program artifacts training records dashboards and evidence remain audit ready and consistently reflect validated operations within regulated manufacturing environments.
Required Skills and Experience
Experience
Three to six years in PMO or service office roles within managed services or regulated manufacturing programs.
Planning and Control
RAID management cadence planning minute taking action tracking and change tracking.
Platforms and Tools
Strong capability in ServiceNow reporting and dashboards advanced Excel PowerPoint SharePoint Confluence and Microsoft Teams. Familiarity with iObeya is an added advantage.
Compliance
Awareness of GxP standards documentation discipline aligned to ALCOA plus and SOP lifecycle management. Exposure to CSV and CSA concepts.
Analysis and Reporting
Experience in KPI computation variance analysis and trend interpretation. Ability to prepare executive ready performance packs.
Communication and Coordination
Clear written and verbal communication skills effective stakeholder engagement across time zones and strong meeting facilitation skills.
Time Zone Agility
Comfortable working with US and EU time zone overlaps and open to occasional short travel.
Education and Certifications
Bachelors degree in Engineering Information Technology Business or a related field. Preferred certifications include ITIL 4 Foundation PMP or PRINCE2 or PMI ACP ServiceNow reporting or administration training and Lean Six Sigma Yellow or Green Belt.
Certifications Required
Yes
About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
