Job Summary
Service Delivery Manager role focused on overseeing end to end delivery of sales service and marketing domain solutions with strong expertise in analytics. The role ensures consistent service quality drives measurable business outcomes and optimizes hybrid operations for day shift engagements with global stakeholders while aligning delivery with organizational strategy and customer expectations.
Responsibilities
- Oversee service delivery for complex sales service and marketing engagements by ensuring consistent adherence to agreed scope quality and timelines across hybrid day shift operations
- Coordinate cross functional teams to align solution delivery with business goals in sales service and marketing domains while promoting data informed decisions through advanced analytics practices
- Drive continuous improvement initiatives by analyzing service performance metrics and customer feedback to identify delivery gaps and implement corrective actions that enhance operational efficiency
- Manage stakeholder expectations by conducting regular review forums creating clear status updates and negotiating realistic commitments that sustain trust and transparent collaboration
- Monitor end to end service processes across sales pipelines customer service workflows and marketing campaigns to ensure seamless integration and minimal disruption to business operations
- Implement standardized delivery frameworks governance models and documentation practices that improve predictability reduce operational risk and support scalable growth for the organization
- Guide teams in leveraging analytics insights to optimize campaign effectiveness customer engagement and revenue outcomes ensuring each engagement contributes measurable value to the business
- Collaborate with product sales service and marketing teams to translate business needs into actionable delivery plans that balance resource capacity quality standards and strategic priorities
- Enforce compliance with organizational policies regulatory requirements and data protection practices while managing service delivery activities for internal and external stakeholders
- Evaluate performance of service delivery processes through service level tracking root cause analysis and trend reporting and use findings to refine operational models and resource allocation
- Coordinate incident and issue management by prioritizing critical items ensuring timely resolution and maintaining clear communication with impacted stakeholders throughout the remediation cycle
- Champion adoption of analytics tools and dashboards within delivery teams to enable proactive monitoring forecasting and decision making that strengthen overall service reliability
- Align delivery outcomes with company purpose by ensuring solutions in sales service and marketing domains improve customer experience create business value and contribute positively to society through responsible use of data
Qualifications
- Possess strong experience in managing complex engagements across sales service and marketing domains with deep understanding of business processes customer journeys and operational dependencies
- Demonstrate advanced proficiency in analytics and data interpretation including experience with reporting visualization and performance measurement that supports strategic business decisions
- Bring proven background of 12 to 16 years in service delivery or similar roles managing hybrid work models and coordinating day shift operations across diverse cross functional teams
- Show capability to work with sales service and marketing stakeholders to convert business requirements into structured delivery plans with clear milestones risk assessments and expected outcomes
- Exhibit strong communication and negotiation skills in handling escalations conducting governance meetings and maintaining alignment between operational teams and senior management
- Display experience in applying frameworks for service management and process improvement such as industry standard practices for incident problem and change management tailored to organizational needs
Certifications Required
No.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: 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, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
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.
