Service Delivery Manager

A Cognizant é uma multinacional Norte Americana do ramo de TI sediada em Nova Jersey, que está no Brasil há 11 anos, com escritórios em São Paulo e Curitiba. Atualmente contamos com um time de quase mil e quinhentos colaboradores e continuamos crescendo exponencialmente, buscamos novos talentos que tenham interesse em uma oportunidade de carreira em uma das maiores empresas de TI do mundo.
Atuamos em diversas frentes: Negócios Digitais, Outsourcing de Processos, Infraestrutura, SAP, Mulesoft, Teste, Qualidade, entre outros).
**Service Delivery Manager**:
**_Own E2E delivery responsibilities for an individual country or a set of countries that the resource is assigned to._**
**_Responsibilities:_**
1. Interacts with partner leads/managers on a daily basis to ensure right staffing is provided for the respective country
2. Reviews field incidents on a daily basis and ensures all has been reported to Gogole with proper action plans
3. Ensures all relevant field inventory has been supplied to drivers on ground without any delays
4. Ensure the partners are meeting all the metrics targets as agreed in contracts
5. Connects with invoicing and billing teams to ensure expenses are within budgets and all exceptions are approved with proper biz. justifications
6. Connects with MIS teams to ensure all driver time sheets are submitted accurately on a daily basis
7. Ensures device collection and safe storage once the program ends for the relevant market
8. Helps to create market closure report for the respective market once it ends
**_General Business & Stakeholder Management_**
- Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
- Identify and suggest Business improvement opportunities.
- Identify and drive opportunities to enhance service delivery and Customer experience.
- Extensive Project Management of teams
- Act as the first level of escalations and resolve the same to the satisfaction of the stakeholder and also ensure the Process Manager is informed of new issues.
- Provide updates and submit reports related to own area of work.
- Knowledge Management,Ensure SOPs are reviewed per the agreed frequency.
- Customer Relationship Management, Provide information, educate customer troubleshoot probe and fix issues.
- Manage stakeholder relationships.
- Ensure Team Productivity levels are achieved as per the targets set year on year.
- Process Improvements and Process Adherence,Provide information, educate customer troubleshoot probes and fix issues.
- Ensure process delivery in the respective groups is as per the SLAs.
- Complete all mandatory training and certifications for self and team.
- Implement communication structure to ensure process and procedural updates are shared effectively.
- Lead and contribute towards process excellence initiatives.
- Ensure Utilization is greater than 85% or achieve the targets set by the Organisation.
- Reporting to the manager on performance status and any escalations.
- Guide and mentor team members from a process perspective to ensure delivery of SLAs
- Field Operations experience managing global locations
- Conduct team building activities to enhance motivation.
- Conduct knowledge transfer sessions for new joiners in the team.
- Support recruitment efforts for the team.
- Contribute to and participate proactively in knowledge sharing sessions.
- Participate and contribute to organizational activities.
- Provide work direction and guidance to team members.
- Establish systems and procedures in the team.
- Allocate work and tasks to the team.
- Report to the manager on performance status and any escalations.
- Facilitate and participate proactively in knowledge sharing sessions.
- Conduct team building activities to boost motivation.
- Conduct process training or refresher training if required.
- Review Quality scores/ provide feedback/ recommend refresher training if necessary
Good To Have Skills
- 5 - 6 years of experience in handling teams.
- Field operations knowledge is a plus
- Planning, Organizing, Prioritizing and Time Management skills
- Good Knowledge of MS-office, Excel and Data Crunching/ Analysis
- Flexibility to work in different shifts
- Eye for details with Good written and verbal communication
Employee Status : Full Time Employee
Shift : Respective location time zones however must be flexible with shift timings based on business requirement
Travel : Yes - 10% in-country travel may be needed
**O que estamos oferecendo?**
Suporte no desenvolvimento de sua carreira, portal com diversos cursos online além dos melhores benefícios de mercado como: Previdência Privada, Plano Médico e Odontológico, Vale refeição, Vale transporte, Salário Variável, entre outros.
**Somos uma empresa que valoriza, cuida e se preocupa com a saúde e o bem-estar de seus colaboradores**. Além dos benefícios convencionais

---