Service Delivery Manager

Cognizant is looking for a Service Delivery Manager to work supporting our Insurance vertical in several projects.

Job Summary:

- Set-up the Application Managed Services and Application Development Structure at Insurance Client
- Ensure the service is delivered according to contractual service levels
- Organize and facilitate preparation of the Service Review Meetings with Service Recipient.
- Coordinate Volume forecasting Process.
- Facilitate regular update of Service Level Management documentation as per year plan.
- Manage and Measure the SLAs on monthly basis and provide continuous improvement plans.
- Negotiate Service Level Exceptions with Business.
- Manage estimations for Application Development
- Ability to handle a CORE-FLEX team

Required Capabilities/Skills /Years of Experience
- Experience in Project / Service Management, Relationship Management, People Management. Delivery processes and standards
- Industry and business knowledge: knowledge of IT services/IT outsourcing; ability to communicate across technical and practice stakeholders
- Effective Communication : effective communication skills to clearly articulate vision and lead effective teams, bringing valuable insights
- Relationship management: Outstanding interpersonal abilities; skilled in managing relationships with clients and business units, effectively aligning stakeholders to plans and mediating conflict
- Excellent organizational and leadership skills to build strong function and lead by example; Proactive and independent worker with can do attitude. Proven track record and technical skills
- Good communication, presentation and negotiation skills. Team player
- Proven track record in conducting service improvement programs i.e. to increase quality, effectiveness of changes, and time to market and reduce problems or incidents.
- Knowledge of ITSM processes (Incident, Problem, Change, Configuration)
- Project management skills and experience
- Service Management - service definition, service level definition, reporting and analysis
- Focus on details and delivery within agreed timelines is critical
- Experience with Agile way of working
- MS PowerPoint, and Excel - advanced use; Very good working knowledge in Service Now Tool

Key Responsibilities of Service Delivery Manager

Delivery Execution
- Lead overall delivery for the projects assigned in the region and ensure on-time and at-cost delivery
- Demonstrate leadership across all large, complex engagements
- Highest point of delivery escalation and ownership for project assigned.

Delivery excellence and innovation
- Lead and counsel Client & Cognizant on governance by enhancing existing service and performance; elevating operational stability; contributing to cost savings; and driving revenue opportunities
- Track SLA adherence, KPIs, CSAT and other project metrics and take corrective action when necessary
- Risk identification, mitigation, management and reporting
- Conduct negotiations at high-level of the customer organization, on complex outsourcing issues
- Drive innovation and best practices within the ecosystem
- Ensure Delivery Excellence group’s effectiveness for project assigned.

Account Operations
- Drive and institutionalize creation of a standard performance dashboard for the assigned projects measuring health, financials, and operational parameters
- Relationship management
- Resolve conflicts/issues related to multi groups within the organization to ensure customer priorities are met
- Own senior level client relationships for key accounts, and build strong loyalty

Financial Performance Monitoring
- Ensure timely billing and collections to ensure on-track revenue realization for the project assigned
- Own shadow P&L across Project assigned and ensure meeting of margin targets

Talent Management
- Mentor and track career development for the assigned teams
- Partner with leaders to design attractive career progression roadmaps to motivate employees & retain talent
- Partner with HR to monitor and tackle employee engagement & attrition

Required Capabilities/Skills /Years of Experience
- Extensive experience in Program/Project Management, Relationship Management, People Management. Understanding of P&L, Delivery processes and standards
- Strategic understanding: proven success governing core and critical initiatives that translates to minimizing delivery costs & improving productivity
- Industry and business knowledge: Deep knowledge of IT services/IT outsourcing; ability to communicate across technical and practice stakeholders
- Effective Communication: effective communication skills to clearly articulate vision and lead effective teams, bringing valuable insights
- Relationship management: Outstanding interpersonal abilities; skilled in managing relationships with executive leadership and business units, effectively aligning stakeholders to strategic plans and mediating conflict
- Leadership experience: Excellent organizational and leadership skills to bui