This is an excellent opportunity for Service Management Lead professional to be part of leading-edge technology projects. Cognizant’s Cloud, Infrastructure & Security Services Practice provides end-to-end solutions covering architecture, design, implementation, management, and on-going support across the entire enterprise technology infrastructure. Our services include a spectrum of management, consulting, and systems integration services to help our clients maximize value in their infrastructure resources, while optimizing infrastructure performance and cost.
As a service management lead, responsible for the smooth operations of our service management for a heightened level of customer satisfaction. Includes leading a team of service professionals to deliver outstanding service experiences while optimising efficiency and productivity.
Responsibilities
* Responsible to lead the Service Management team including the towers Service Request Management, Incident/Major Incident Management, Problem Management, Knowledge Management, Continual Service Improvement, Change/Release Management and Hardware Asset Management and ensuring deliverables are managed according to the established procedures and best practices.
* Responsible to Lead and manage the service management, ensuring efficient service delivery and customer satisfaction.
* Responsible to Building and maintaining solid customer relationships, understanding their needs and providing personalised service solutions.
* Responsible to Develop and implement service strategies to enhance customer experience and meet service objectives.
* To Monitor service metrics and analysing customer feedback to identify areas for improvement and implement corrective actions.
* To Hire, train and mentor service staff, foster a high-performance culture and promote professional development.
* To Act as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
* Foster a customer-centric culture within the service team, emphasising empathy, professionalism and effective problem-solving.
* Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.
* Monitor and evaluate the service team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence.
* Ensure timely and accurate completion of tickets and documentation, maintaining high attention to detail and quality.
* Monitor and analyse service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement.
* Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.
* Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.
* Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.
* Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.
Required Skills
* Proven experience in service management or a similar leadership role.
* Strong understanding of ITIL frameworks and service management processes.
* Demonstrated expertise in driving service improvement initiatives and achieving measurable outcomes.
* Ability to adapt to a dynamic environment, prioritize tasks, and deliver within tight deadlines.
Preferred Skills:
* Advanced certifications in ITIL, Service Management, or relevant technologies.
* Experience in managing cross-functional teams and large-scale service delivery operations.
* Familiarity with tools and technologies related to service management.
At Cognizant you will experience an exciting mix of innovation by design, creativity, collaboration, and efficiency within a framework of stimulating objectives and a passion for delivering the best to our customers.
You will be joining a network of some of the most creative, innovative, and dedicated people in the industry with ample opportunities to learn and develop your career.
Our Associates are chosen for their attitude, skills, knowledge, and enthusiasm but above all, their belief that anything is possible.
Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership.