Service Delivery Manager

Service Delivery Manager

Work location : 100% onsite at client office in Minato-ku, Tokyo (Near Daimon station / Hamamatsu cho station)

Required language : Native level Japanese and business level Japanese

Detailed Role & Responsibilities :

· Responsible for managing a TL/SME agents making sure daily KPIs are achieved

· Handles specific Cluster and managing Team Leads

· Managing Clusters

· Resource and HC planning

· Client handling

· Managing multiple Teams

· Meeting process SLAs

· Driving compliance and engagement

· Possess Domain Knowledge

· Manages team of Ops Leads, responsible to oversee all projects and processes involved to ensure smooth operations within the Product areas of the client

· Manages internal/external stakeholders

· Manages and collaborates on the impact business projects with the internal Operations Leaders and client

Core Competencies :

· Excellent written, reading & spoken communications skills in English & Japanese and understanding of local culture

· Ability to handle multiple tasks simultaneously and competing priorities effectively under pressure and short time lines

· Great interpersonal

· Excellent attendance record

· Excellent timekeeping

· Possess the ability to work in a team environment as well as independently

· Sense of ownership and pride in your performance and its impact on the team.

· Experience in data analysis and reports (not mandatory)

· Have an extensive exposure to customer service (not mandatory)

· Set a healthy environment in the team and positive mind frame in the individual

· Ability to work in a fast-paced, constantly evolving environment

· Proven track record of exceptional performance and high productivity

· Quick learning and understanding of complex processes

· Should have had coaching and mentoring experience

· Excellent people and performance management skills

· High degree of problem-solving and analytical skills with strong attention to detail required

Other Requirements :

· Candidate should be comfortable to work in normal working hours and work overtime

· Ability to work with a high degree of accuracy (great attention to detail / content review)

· Ability to work in a fast paced environment with minimal supervision

· Customer service orientation and ability to work in a team

· Strong keyboard and analytical skills

· Ability to perform in adverse situations

Qualification :

· Bachelor’s/Master’s Degree

· 8+ years of experience

What we offer

• The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents—from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.  

About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge 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, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.

Other employment-related information
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.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.