Delivery Manager

hace 3 semanas

Guadalajara, México Cognizant A tiempo completo

Proactively manage customer expectation, customer driven initiatives and handle escalations. Manage Service Governance process in collaboration with Account team. Work closely with account leadership team for customer satisfaction WITH the objective of continues improve relationship with client point of contact, as well as, other stakeholders involved. Work to provide driven Value Delivery to customer (via Business transformation, Maturity to next level) WITHIN THE LIMITS OF pre-defined corporate guidelines.

**Stakeholder Management**:

- Facilitate periodic Governance meetings and ensure participation from relevant stakeholders
- Engage Customer in CSV driven community initiatives
- Facilitate 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
- Ensure Service Continuity to all is being delivered and keep the Business Continuity Plan up-to-date

**Service Design and Operate**
- Capacity management
- Availability management
- Service level management
- Responsible for Continual Service Improvement & Transformation
- Ensure to meet the Service Operation requirements

**Project/Account** Tracking**:

- 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 portfolio metrics to track the performance against goals and initiate corrective actions.

**Service Execution**:

- 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**:

- Facilitate knowledge sharing across the program; provide support to Project Managers to achieve their knowledge goals
- Share objectives and program plan with the team; provide inputs during the creation of program case study
- Identify value-adds 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 performance management process (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, recruits and ensure all talent receive proper training for engagement with client

**Contribution to Org Initiatives**:

- Adhere to Organization policies and procedures
- Share best practices within the BU and Organization
- Adopt and implement organization initiatives.

**Business Development & Customer Relationship Management**:

- Escalate misalignment of ideas (in terms of feasibility, scope inclusions etc.) to clients; articulate benefits / value add to the client.
- Develop and manage a professional client retention and communication strategy
- Ensure that Customer escalations are mínimal/zero and maintain transparent communication between the Customer and all teams involved.
- Accountable for achieving all targets set by the BU head.
- Accountable for relationship building with key Customer stakeholders
- Champion innovation and transformation conversations with the Customer
- Manage customer relationship for CSV portfolio including managing Customer visits, travel as required to client locations etc.
- Provide inputs during Solution Development for new requirements and negotiation / re-negotiation of contracts
- Act as the Single Point of Contact from a Delivery perspective to the Customer
- Liaise between the Customer and the Delivery Director for any new project readiness requirements
- Participate in Customer discussions in presenting CSV capabilities and representative case studies.

**Account Operations**:

- Accountable for Service Delivery of the account
- Accountable for timely invoicing, revenue realization and

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