Excellent opportunity for Service Delivery Manager to be part of our Cloud Infrastructure & Security services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.
Key Responsibilities
* Service Delivery for large account spread across UK
* Client facing role in UK and first point of contact for any service delivery issues
* Responsible for maintaining a healthy relationship with the client, managing and growing the portfolio across all the client locations
* Connect with all key client stakeholders across the globe to understand any challenges or issues in the respective region
* Establish the weekly and monthly connects with client as per governance model to keep them updated on the program progress, Deliverables, highlight any potential risks
* Respond to customers’ queries and complaints, escalate when necessary and ensure corrective action is taken
* Seek and analyze customer feedback at desired intervals and initiate ways to improve the customer satisfaction survey score
* Ability to elicit cooperation from a wide range of internal stakeholders including functional groups and management
* Ability to work well under pressure and prioritize tasks.
* Communicate proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements.
* Anticipate details of future projects by communicating directly with clients and staying informed of relevant trends and industry news.
* Implement and use Cognizant best practices like Zero Operational Error Framework, Floor Management and change management methodology
* Promote Cognizant Operations maturity model to enable best in class service
* Ensure sufficient resources/staff are available to deliver required services to client
* Review automation, transformation plans to ensure they are in line with the proposal
* Responsible for budget estimation, planning and allocation
* Assess revenue loss due to resourcing challenges
* Prepare and review the margin optimization plan in bring in efficiencies
Key Skills and Experience:
* Strong understanding of IT infrastructure & Cloud, Service desk, Deskside support, Unified Command Center, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services
* Experience in managing multi-culture teams across countries
* Should have executed large/medium IT infrastructure projects
* Integrations within the digital experience tools and with ticketing tool
* Good track record of automation and transformation implementation
* Exposure to service now projects implementation – HAM Pro, BCM/IRM and CMDB
* Extensive experience in working with deskside support partner organisations on contract flow down terms, adhoc business requirements, PC refresh projects.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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