Sr. Manager - Projects

Description
Service Delivery Director

Qualification:
B Sc, M Sc BE, MCA
Responsibility:

Stakeholder Management:

• Facilitate periodic Governance meetings and ensure participation from relevant stakeholders.

• Engage Customer in Cognizant driven community initiatives.

• Work with sales / account teams on new opportunities.

Service Management:

• Accountable for multitower delivery integration (AVM delivery across vertical and multiple horizontals).

Service Tracking:

• Conduct Service Performance review meetings and ensure participation from all stakeholders.

Service Execution:

• Ensure timely action and response to Customer requests.

People Management:

• Drive performance management process (goal setting, appraisals and promotions) for entire account.

• Continuously mentor and have succession plan for all key roles and stakeholders.

• Conduct SKIP level meetings with associates to address issues and organize team building exercise and related events.

Contribution to Org Initiatives:

• Adhere to Organization policies and procedures.

• Share best practices within the Organization.

• Adopt and implement organization initiatives like 'Best in Class', Pinnacle etc.

Business Development & Customer Relationship Management:

• Develop and manage a professional client retention and communication strategy.

• Ensure that Customer escalations are minimal/zero and maintain transparent communication between the Customer and the offshore team.

• Accountable for achieving the CSS targets set by the AVM SBU head.

• Accountable for relationship building with key Customer stakeholders.

• 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 and negotiation / renegotiation of contracts.

• Act as the Single Point of Contact from a Delivery perspective to the Customer.

• Liaise between the Customer and the Delivery Manager for any new project readiness requirements.

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

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

Account Operations:

• Accountable for timely invoicing and revenue realization.

• Accountable for resource and revenue forecasting.

• Responsible for sales pipeline and account mining activities.

• Accountable for meeting and exceeding manage costs to achieve and exceed profitability targets.

• Review risk assessment and mitigation plan.

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

Must Have Skills

• PEGA

Good To Have Skills

• Pega lead architect

Qualifications
Technical Skills
SNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 Pega lead architect PL4 Desired 2 PEGA PL1 Required

* Proficiency Legends
Proficiency Level Generic Reference PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.