Job Title: SDM (Service Delivery Manager)
Overview of role
Service delivery managers focus on maintaining good relationships with clients and improving the company's services to keep them satisfied. Depending on the company, these professionals can have both technical and administrative roles where they help resolve technical problems, manage team performance, track finances and control the quality of service delivery
Experience:
Minimum 12 years of overall Experience in middle management
Educational Qualification:
Graduate/ Post Graduation required
Key Tasks and Activities
Roles and Responsibilities
● A service delivery manager's role focuses on keeping clients satisfied with the company's services
● Managing projects, fixing any reliability issues, tracking service metrics
● Leading and managing a group of team managers
● Identifying customer needs and overseeing service delivery within the business context
● Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently
● Managing finances and budgets.
"Stakeholder/Business Management:
• Update trackers, Create/Update tickets, update required applications & tools and keep PM informed of new issues
• Respond through email and chat
• Provide updates and submit reports related to own area of work
• Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken
• Identify & suggest Business improvement opportunities
• Identify & drive opportunities to enhance service delivery & Customer experience
• Identify cost optimization opportunities
• Drive business excellence to add value to client
Process Improvements and Adherence:
• Ensure adherence to Quality norms and processes
• Ensure individual & team SLAs are met on processing transactions (if applicable)
• Ensure process guidelines are followed and met as documented
• Initiate and deliver on process improvement projects to improve process efficiencies
• Innovate opportunities to automate & reduce manual interventions
• Discuss/ suggest the way forward, improvement areas to the Customer/process
• Drive a culture of continuous improvement within the team
Project Control, Management and Review / Program delivery:
• Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines
• Conduct analysis, track services delivered
• Review process audit findings and take corrective action to prevent negative results
• Conduct Quality checks & periodical reviews for process adherence
• Handle supervisory calls and report to manager on performance, status and any escalations
• Responsible for day-to-day work, process flows and constantly endeavoring to be able to lead the team from the front
• Manage and ensure resolution of escalations and issues raised by customer
• Track process spends and highlights variances
• Interface with other departments for getting required assistance or support for the team.
• Manage available resources between sub processes and ensures that the entire project deliverable is met
• Optimum resource utilization through cross training initiatives, buffer management
• Engage with other processes to understand and implement best practices
Customer Relationship Management:
• Provide information, educate customer, troubleshoot, probe and fix issues
• Interact with Customers (internal / external) to meet process deliverables
• Create status reports for Customers (internal/external)
• Prepare and report process performance metrics to the Customer with the assistance of the Operations Manager
• Manage and resolve escalations and issues raised by Customers and Process Specialists
• Seek regular feedback from Customers and communicate to the team
People/Team:
• Contribute to and participate proactively in knowledge sharing sessions
• Participate and contribute to organizational activities
• Provide work direction and guidance to team members
• Establish systems and procedures in the team
• Groom self and team to support vertical growth
• Allocate work and tasks to the team
• Report to the manager on performance, status and any escalations
• Facilitate and participate proactively in knowledge sharing sessions
• Conduct team building activities to enhance motivation
• Conduct performance appraisals for team members– provide input into the learning and career plans for team members
• Identify training needs of team members and provide coaching support to them
• Conduct process training or refresher training if required
• Review VOC scores, provides feedback and recommend refresher training whenever necessary
• Resignations / Absconder communication to Operations Manager
• Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues
• Manage attrition and absenteeism
• Support recruitment efforts for the team
• Conduct knowledge transfer sessions for new joiners in the team
Personal Excellence:
• Record own attendance and time sheet related data
• Complete mandatory training for self as identified
• Complete mandatory training for self as identified in the training plan for the project"
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 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.
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, state 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.
While our system allows application in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for Company-wide communications purposes.
About us
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.