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
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations sur la rémunération sont exactes à la date de publication. Cognizant se réserve le droit de modifier ces informations à tout moment, conformément aux lois applicables.
Les exigences linguistiques varient selon les postes, mais nous demandons à tous les candidats d’avoir une connaissance de base de l’anglais afin de faciliter les communications internes à l’échelle de l’entreprise. Pour les postes basés au Québec, une maîtrise de l’anglais est requise puisque vous fournirez des services et collaborerez avec des parties prenantes situées hors de la province, qui ne parlent pas nécessairement le français.
Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.
