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**Service Delivery Manager**

hace 2 meses

Mexicali, Baja California, México Cognizant A tiempo completo

About the Role:

We are seeking an exceptional individual to join our team as a Service Delivery Manager at Cognizant. As a key member of our operations team, you will be responsible for leading our Service Desk operations and ensuring that our clients receive the highest level of service.

Key Responsibilities:

  • Develop and implement service level agreements (SLAs) and key performance indicators (KPIs) to measure service desk performance
  • Lead a team of service desk analysts and provide coaching and guidance to ensure they have the skills and knowledge needed to provide excellent customer service
  • Collaborate with other teams, such as IT and operations, to ensure seamless service delivery and resolve any issues that may arise
  • Develop and implement process improvements to increase efficiency and reduce costs
  • Monitor and analyze service desk statistics to identify trends and areas for improvement
  • Attend and resolve project escalations and ensure that all project activities are aligned to the statement of work (SOW)
  • Interview and hire new team members and evaluate team performance using key metrics such as first call resolution (FCR), first line resolution (FLR), average handling time (AHT), and average speed of answer (ASA)
  • Develop and implement service desk operational best practices and develop new automation processes
  • Responsible for having all project documentation according to business guidelines and develop career plans to support agents
  • Responsible for the mobility/growth of the team and hire, coach, and provide training to personnel to maintain high customer service standards
  • Develop team member agent's profiles and responsible for new scope or project transition and stabilization
  • Inform operational results to senior management through executive reports

Requirements:

  • 6+ years of experience leading Service Desk operations
  • Advanced knowledge in Windows Front-End Environment (Win10, Mac)
  • Advanced knowledge with Ticketing System Tool (i.e., Service Now, BMC, etc.)
  • Advanced knowledge with ITIL Framework (IM, SR, and PM)
  • Good knowledge in Servers and Networking
  • Strong knowledge with PC Hardware Structure Devices
  • Strong follow-up skills (deliveries, calls back, escalation, RCA)
  • Strong experience with operational risk management
  • Advanced customer experience skills
  • High capacity to analyze and synthesize
  • Advanced knowledge in Service Desk Best Practices and methodologies
  • Outstanding organizational and leadership skills with problem-solving ability
  • Outstanding communication and interpersonal skills
  • English fluent
  • Outstanding understanding in Service Desk SLA and KPI's

About Cognizant:

Cognizant is a leading IT services provider that offers a range of services including IT consulting, application development, and business process outsourcing. We are committed to respecting human rights and building a better future by helping our minds and the environment. We invest in people and their well-being and create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.