Senior Manager, Service Delivery

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 ideas
• Opportunity to do great work
• Outreach programs that support communities and tap into your volunteer spirit
• Learning opportunities to help current needs and advancement
• Global operations, with opportunities in North America, Europe and Asia Pacific
• An abundance of Affinity groups to meet your needs

Cognizant 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.