Sr. Manager - Projects | [PWB-579]

Sr. Manager - Projects | [PWB-579]

17 Mar
Bangalore Rural

17 Mar


Bangalore Rural

Service Delivery Director

Qualification :

Science / Engineering Graduate

Responsibility :

Stakeholder Management :

- 'Facilitate periodic Governance meetings and ensure participation from relevant stakeholders.

- Engage Customer in Cognizant driven community initiatives.

- Faciliate and lead Steering committee meetings with customer / senior management stakeholders validating the health of the engagement.

- Work with sales / account teams on new opportunities and enhancing existing portfolio through data mining.

Service Management :

- Accountable for Delivery of Services end to end as per the defined contract for the multiple projects being managed and adherence of SLA’s as per contract.

- Accountable for Service performance through definition and management of Metrics and KPI's.

- Work with the Service Transformation Head to establish SMO (Service Management Office) with appropriate roles, skills and relevant processes required for Delivery.

- Responsible for integrating SMO (Service Management Office) roles with service delivery.

- Ensure Service Continuity to all services being delivered and keep the BCP plan uptodate.

- • Service Design and Operate.

- Capacity management.

- Availability management.

- Service level management.

- Responsible for Continual Service Improvement & Transformation.

- • Ensure that Service Operation requirements are met (including but not limited to following).

- Problem Management.

- Service Desk and Incident management.

- Security Administration.

- App support.

- IT Operations.

- Database Administration.

Service Tracking :

- Conduct PMR (Project Management Review) & SMR meetings.

- Ensure incidents and service requests are handled as per targets and timelines in accordance with the SOPs defined from stakeholder.

- Represent the delivery team to provide updates during Governance meetings like Status Review, Monthly performance, Business Review meetings, Service Governance etc.

- Ensure adherence to KPI’s and other contractual commitments.

- Metrics Management: Generate and conduct a review of the portfolio level performance metrics to track the performance against goals and initiate corrective actions.

- Benefits Management: Track benefits realization in program delivery.

Service Exceution :

- Establish the Governance framework and conduct Service Performance review meetings and ensure participation from all stakeholders.

- Work closely with Stakeholders (Internal/External) to fulfill the needs as per engagement dynamics.

- Update leadership on key risks in the engagement.

Conflict Management :

Anticipate conflict situations and oversee timely resolution of escalated issues

Knowledge Management :

- ' Establish governance & oversight between Delivery and SMO for constant updation and validation of documentation within KEDB.

- Facilitate knowledge sharing across the program.

- provide support to Project Managers to achieve their knowledge goals.

- Share program charter, objectives and program plan with the larger team.

- provide inputs during the creation of program case study.

- Identify valueadds and contribute to best practices, innovations and focus on adding value to the client / organization.

- share value addition and best practices across teams.

- Create and Maintain an Onboarding toolkit for new joiners to the engagement.

People Management :

- Mentor and coach Service managers and direct reports.

- Drive (establish and drive) performance management process with rigor (goal setting, appraisals and promotions) for the entire account.

- Responsible for ensuring adherence to account level training plans based on skill set needs.

- Enable periodic skill assessment of associates and subsequent adherence to learning plans.

- encourage cross skilling programs and skill enhancement initiatives.

- Continuously mentor and maintain a succession plan for all key roles and stakeholders.

- Conduct SKIP level meetings with associates to understand improvement opportunities, address issues and organize team building exercise and related events.

- Forecasts, mobilizes, recruits and trains AVM talent for the engagement.

Contribution to Org Initiatives :

- Adhere to Organization policies and procedures.

- Share best practices within the SBU and Organization.

- Adopt and implement organization initiatives like 'Best in Class', Pinnacle, Hackathon, Excellence intiatives, Innovation programs, Outreach etc.

- Adopt and replicate best practices from other engagements in SBU and organization.

Business Development & Customer Relationship Management :

- Meet or exceed the CSS targets set by the AVM SBU head.

- Ensure that Customer escalations are minimal/zero and maintain transparent communication between the Customer and the teams.

- Escalate misalignment of ideas (in terms of feasibility, scope inclusions etc) to clients.

- articulate benefits / value add to the client.

- present the program status during weekly meetings.

- Share delivery status during steering committee meetings.

- respond to the escalations in a timely manner.

- Contribute towards identification of opportunities related to the portfolio or adjacent to the current scope of work.

- Drive innovation and transformation conversations with the Customer.

- Champion innovation and transformation conversations with the Customer.

- Manage customer relationship for the AVM portfolio including managing Customer visits, travel as required to client locations etc.

- Provide inputs during Solution Development for new requirements.

- work with onsite team to mine new opportunities.

- Act as the Single Point of Contact from AVM Delivery perspective to the Customer.

- Liaise between the Customer and Clent partner for any new project readiness requirements.

- Participate in Customer discussions in presenting Cognizant capabilities and representative case studies.

- Engage Customer and Delivery teams in expanding the Delivery footprint (for Multilingual requirements, low cost centers and BCP).

Account Operations :

- Accountable for Service Delivery of the account.

- Responsible for governing service Improvement initiatives & drive account specific innovation campaigns.

- Review operational parameters which impact the bottomline eg pyramid size, utilization etc, for the portfolio to track performance against expected margins.

- Enable risk assessment and establish mitigation plan.

- Accountable for timely invoicing and revenue realization.

- Accountable for resource and revenue forecasting.

- Responsible for proactively managing costs to achieve and exceed profitability targets.

- Responsible for overall billing and invoicing & annual planning of resource / infrastructure requirements (like workspace, delivery location expansion).

- Accountable for Service Improvement initiatives & drive account specific innovation campaigns.

Audit :

- Organize and participate in Delivery audits (Internal/External) and ensure closure of all action items within the agreed schedules.

Must Have Skills

- Salesforce Customization

- Salesforce Integration

- Salesforce Configuration

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : Mar 15 2021

The original job offer can be found in Kit Job:

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