Service Delivery Manager

Cognizant is one of the world’s leading professional services companies, we help our clients modernize technology, reinvent processes and transform experiences, so they can stay ahead in our constantly evolving world. Cognizant is looking to expand our team and your skills are needed. Are you interested? If so, please apply in order to be considered. We look forward to reviewing your application!

The Service delivery coordinator will assist the Support Delivery Manager in driving, managing, and improving overall delivery performance with our outsourced Delivery Partners.

The SDC role serves as liaison between the various business groups and partners, including quality, training, engineering, marketing and customer service. The SDC will ensure business health, enable operational efficiency and engage with suppliers in a positive manner to help motivate and increase morale. The SDC will support regional and global projects and initiatives that impact key performance indicators. This role will report directly to a Support Delivery Manager at Microsoft.

• Track, monitor, review and analyze supplier performance to ensure business health & operational efficiency
• Identify, track and elevate emerging issues, volume spikes, tools outages, problems with process adherence
• Support internal Microsoft teams and suppliers to quickly adapt to program changes impacting tools, processes, support channels (phone/chat/email/forums), etc.
• Create, update, document and implement projects, Knowledge Articles (KAs), training documentation, scorecards, KPIs, etc.
• Review Operational Metrics, Root Cause, Top drivers, Escalations and ongoing/new projects and launches
• Host / Co-host and actively engage in weekly business reviews (WBRs), monthly business reviews (MBRs) and ad hoc meetings as required to address opportunities, emerging issues and help needed
• Report on overall status and impact of business relationship
• Create/maintain reports and PPT presentation decks as needed
• Proactively engage with suppliers and internal stakeholders independently and in open communication forums
• Track, monitor and share best practices between lines of business, locations, teams and channels
• Act as a positive influencer to help drive changes and maintain morale as business requirements change

• Experience in project management, with the ability to track multiple work streams
• Proven organizational skills and the ability to successfully balance competing projects and priorities
• Excellent written and verbal communication skills
• Proven ability to proactively identify, analyze, and solve ambiguous problems independently with attention to detail
• Cross-functional group coordination and collaboration
• Desire and ability to learn quickly
• Self-starter, working effectively independently and within a team environment
• Detail-oriented, process-oriented, results-driven
• Seeks, accepts, and acts on feedback

• Associate degree or equivalent work experience
• 3+ years of customer service experience preferably in Tech
• 3+ years of Project Management experience
• This job is remote but must be able to work Pacific Standard Time hours

The annual salary for this position is between $65,000 - $72,800 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer:
The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Qualified applicants with arrest and/or conviction records will be considered for employment.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.