Workday, Senior Manager Service Delivery

Senior Manager, Service Delivery The Senior Manager, Service Delivery is accountable for achieving operational and financial metrics, driving business results for post‑production clients. They ensure operational policies are followed and lead the Service Delivery team to meet revenue and client‑satisfaction objectives through best practices and continuous improvement. This role manages, increases, and retains the post‑revenue stream, supports post‑production opportunities, and assists the sales team in revenue‑growth initiatives. Key Responsibilities Client and Project Accountabilities: Achieve overall post‑production revenue and client‑satisfaction goals. Ensure projects are forecasted appropriately. Assist in defining and implementing best‑practice delivery, including templates, work plans, and methodologies. Lead client meetings or strategy sessions to analyze processes, recommend improvements, and identify growth opportunities. Drive team and individuals to high client‑satisfaction levels. Project Manager duties: schedule resources, manage budget/actuals, approve change requests. Monitor, control, and support service delivery; enforce systems, methodologies, and procedures. Drive revenue pull‑through for assigned clients. Maintain high client satisfaction by delivering services per service‑level agreements. People Development: Build a strong culture of accountability and high performance. Train and develop the team to meet required skills and experience. Set clear expectations for team members and regularly review progress toward goals and metrics; provide effective performance management as needed. Duties and Tasks: Balance resource utilization with profitability and growth. Lead and own client service delivery aligned with a quality framework. Maintain and leverage technical, industry, and competitor knowledge specific to post‑production support. Drive maximum billability for the post‑production team while balancing profitability, client satisfaction, and team engagement/retention. Ensure adherence to branding, marketing, and client‑contact policies and procedures. Build relationships across client organizations, including executive and C‑level contacts. Identify and close opportunities with existing and new clients. Measure client satisfaction and develop initiatives to improve it. Align team with global practice, corporate goals, and strategic initiatives. 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, leading a team of Service Delivery Managers and working closely with offshore delivery teams. 10 years of experience in the ERP space (HCM, Finance, or Payroll). A practitioner background in HR, Finance, or Payroll is a plus. Experience with offshore/onshore methodology and relevant quality frameworks. Excellent client‑facing and client‑service skills. Previous experience as a Team Lead and demonstrable experience leading virtual teams. Highly organized with strong time‑management, detail orientation, and multitasking skills in a deadline‑driven environment. Proficiency in Microsoft Office (Word, PowerPoint, Excel, OneNote); Salesforce experience preferred but not required. Why Choose Cognizant Entrepreneurial environment that welcomes ideas. Opportunity to do meaningful work. Outreach programs that support communities and volunteer initiatives. Learning opportunities for current needs and advancement. Global operations with opportunities in North America, Europe, and Asia Pacific. Abundant affinity groups to support diverse needs. Cognizant Core Values Work as One: Think beyond roles, leveraging each other’s strengths to win as a team. Raise the Bar: Strive for excellence in all work. Dare to Innovate: Push boundaries and experiment to reimagine possibilities. Do the Right Thing: Lead with integrity and make ethical choices. Own It: Own outcomes for the company, colleagues, and community. #J-18808-Ljbffr