Service Delivery Manager

Deputy General Mgr - CDM/PV

Qualification

Graduate/Post Graduate/ Doctorate degree in life sciences/Pharmacy/Medical sciences/Registered Nurse

Responsibility

Business/ Customer:

• Acts as L3 point of contact for escalation.
• Accountable for entire Project(s) deliverables.
• Engage with Client/customer to anticipate issues and needs of the customer related to the project.
• Responsible to work with transitions & training teams on new transitions.
• Responsible to work with PEX teams on driving process improvements.
• Responsible for driving 100% SLA metrics for the account.
• 100% compliance on reports and client Governance calls for the project(s).
• Work with MIS teams on resource allocation and reporting.
• Responsible to drive all the internal mandate courses for the teams.
• BCP readiness & work in accordance to manage & document any event.

Project / Process

• Lead/Drive awareness sessions on Innovation & Process Improvement.
• Identify & drive opportunities to enhance service delivery.
• Ensure adherence to Quality norms and processes.
• Enable risk assessment and establish mitigation plan.
• Review process audit findings and take corrective action to prevent negative results.
• Should drive actions on high risk items.
• Manages project risks and issues, ensuring that project team members are actively involved in the identification and take ownership of risks, initiating corrective action where necessary.

Knowledge Management

• Ensure strong and regular cross training programs within the project.
• Responsible on documenting any change in process/metrics and work with internal teams to ensure the same is being addressed and closed.

People/Team Management

• Lead team building activities to enhance motivational levels.
• Manage attrition and absenteeism by creating a motivational environment in the project.
• Work on appropriate mentoring/coaching and grooming of direct reports to move on to the next level.
• Conduct & ensure transparent appraisal process for all associates.
• Responsible to ensure teams are given opportunity to enhance their skills.
• Accountable to drive Performance Management system to enable associates in knowing their performance periodically (Daily/Weekly/Monthly).
• Drive teams to work with Leads and TMs and document performance reviews in Go Perform.
• Responsible for tracking and collating team Quality addressing the issues and work with PEX team to arrive at a mitigation plan.
• Responsible for backfilling the open positions.

Must Have Skills

• Customer Service-LS

Good To Have Skills

• Speaking English
• COTS Products(LS Sales&Mktg)

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Cognizant (Nasdaq-100: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we’re improving everyday life. See how at www.cognizant.com or @cognizant.