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Service Delivery Manager at Cognizant As a Service Delivery Manager, you will connect different partners and business units such as quality, training, engineering, marketing, incident management, and customer service. Your role will involve driving, managing, and improving delivery performance across a portfolio, ensuring business health and operational efficiency while keeping teams motivated. You will support projects and initiatives that impact key performance indicators. Main Responsibilities Track, monitor, review and analyze supplier performance to ensure business health & operational efficiency Identify, monitor and escape emerging issues, peak volumes, tool outages and problems with process adherence Support internal teams and suppliers to quickly adapt to program changes that may impact tools, processes, etc. Create, document, and update projects, knowledge articles (KAs), training documentation, scorecards, KPIs, etc. Review operational metrics, root cause, top drivers, escalations and ongoing/new projects and launches Host weekly business reviews (WBRs), monthly business reviews (MBRs), and ad‑hoc meetings as required; use these meetings to address opportunities, emerging issues and help needed Report on status and impact of business relationships Create and maintain reports and PPT presentation decks as needed Proactively engage with suppliers and internal stakeholders independently and in open communication forums Track, monitor, and share best practices between business lines, locations, teams and channels Ensure SLA achievements for assigned projects Required Experience Proficiency in English and Spanish Experience in project management / Service Management, with the ability to track multiple workstreams Proven organizational skills and the ability to successfully balance competing projects and priorities Excellent written and verbal communication skills (Spanish and English) Ability to identify, analyze and solve ambiguous problems proactively with attention to detail Deep knowledge of ITIL framework and Agile methodology Cross‑functional group coordination and collaboration Desire and ability to learn quickly Self‑starter, working effectively independently and within a team environment Detail‑oriented, process‑oriented, results‑driven Seeks, accepts, and acts on feedback Working model This role requires a combination of working from home and office (mainly in Madrid or Barcelona) What We Offer International working environment with a diverse team Flexible working hours and hybrid model Training and career development opportunities – technical and soft skills Private healthcare and additional life insurance A culture of respect and human empowerment Company‑sponsored activities and partnerships Opportunity to be part of a rapidly expanding global organization within multicultural teams Pleasant and inspiring atmosphere Inclusion and diversity in practice Employee referral program Employee volunteering programs and opportunities Access to internal events, communities, and initiatives Job Classification Seniority level: Entry level Employment type: Full‑time Job function: Project Management and Information Technology Industries: IT Services, IT Consulting, Business Consulting and Services Location: Madrid, Community of Madrid, Spain. #J-18808-Ljbffr
