Senior Manager, Service Delivery
vor 3 Wochen
The Senior Manager, Service Delivery is accountable for operational/financial metrics and overall business results of AMS Portfolio of assigned clients.
They ensure that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements.
The incumbent in this role is accountable for managing and retaining the revenue
stream and client base, along with supporting the CP/Sales on future opportunities for growing the revenue stream.
Key Responsibilities: Client and Project Accountabilities:
• Ensure projects are forecasted appropriately
• Assist in defining "best practices" in delivery, including templates, work
plans, methodologies
• Lead client meetings or facilitated strategy sessions, analyze processes,
and recommend improvements, and opportunities.
• Drive team and individuals to achieve high client satisfaction levels
• Project Manager responsibilities include scheduling resources, managing
budget/actuals and approval of project related change requests effort for
enhancements or changes.
• Monitor, control and support service delivery, ensuring systems,
methodologies and procedures are in place and followed
• Responsible for revenue pull through for AMS Portfolio of assigned
clients.
• Maintaining high client satisfaction ensuring agreed services are delivered
against set service level agreements.
People Development: • Builds a strong culture of accountability and high performance
• Participates when required on recruiting, trainings and developing the
team with skills and experience aligned to Collaborative Solution's needs
and the market with a focus on retention of top performers
• Sets clear expectations for all Team Members within the matrix structure.
Works with direct managers for analyzing goals, activities, and results to
determine action plans to improve individual and team performance per
stated performance management guidelines.
Duties and Tasks: • Balances staffing strength with profitability and growth
• Leads and owns client service delivery aligning to ITIL best practice.
• Keeps current on technical, industry and competitor activities and offerings
that align specifically with AMS.
• Drives maximum sustainable billability for AMS while balancing
profitability, client satisfaction and team member quality of life
• Ensures adherence to policies and procedures regarding branding issues,
marketing standards, and client contact
• Establishes a network of relationships within a broad range of functions
and levels in a client organization; sustains executive and C-level client
relationship
• Identify and help close opportunities with existing and new clients
• Measures client satisfaction throughout an engagement, specifically
identifying ways in which a team can increase current levels of satisfaction
• Keeps current on corporate goals, objectives, and progress
Education and Experience Bachelor's degree preferred or equivalent work experience
• Previous Workday experience strongly preferred but not required.
• 10 years of experience in managed services working with an offshore
team
• 10 years of experience in the ERP space (HCM, Finance, or Payroll)
• A practitioner background in HR, Finance, or Payroll is a plus.
• ITIL Certification a plus
• Experience in Managed Services in offshore/onshore methodology and
exposure to ITIL processes
• Excellent client facing/client service skills
• Previous experience as a Team Lead and demonstrable experience in
leading virtual teams.
• Very organized individual with the ability to work in a highly deadline-
driven environment with strong time management, detail, and multi-tasking
skills
• Experience in Microsoft Office (Word, PowerPoint, Excel, OneNote).
Salesforce experience preferred but not required.
#LI-Remote
Why choose Cognizant: Entrepreneurial environment that welcomes your ideasOpportunity to do great workOutreach programs that support communities and tap into your volunteer spiritLearning opportunities to help current needs and advancementGlobal operations, with opportunities in North America, Europe and Asia PacificAn abundance of Affinity groups to meet your needsCognizant Core Values: Start with a point of view: I apply my expertise to gain trust and to lead our clients forward.Seek data, build knowledge: I use facts to guide my actions and decisions.Always strive, never settle: I act with agility and creativity, determined to stay one step ahead.Work as one: I deliver solutions that draw upon the full power and scale of Cognizant.Create conditions for everyone to thrive: I include, enable, and invest in everyone around me.Do the right thing, the right way: I always make the ethical choice. #J-18808-Ljbffr
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