SDM (Operations &Quality) SDM (Operations &Quality) …

Cognizant
in Selangor
Festanstellung, Vollzeit
Seien Sie der erste Bewerber
Competitive
Cognizant
in Selangor
Festanstellung, Vollzeit
Seien Sie der erste Bewerber
Competitive
SDM (Operations &Quality)
The Service Delivery Manager has the following responsibilities:
  • Responsible for building a personal relationship with key client staff
  • Successful service delivery, SLA achievement and high level of customer satisfaction
  • Monitoring overall performance of services
  • Good communication around issues and opportunities. Get things done, make things happen
  • Collaborating with senior management on client account management and growth
  • Ensuring operations teams are aware of changes and are prepared
  • Building service reports
  • Service reporting and sponsoring service delivery meetings
  • Pulling in additional resources when needed e.g. specialist teams or people for specific issues opportunities
  • Removing all obstacles to customer satisfaction and/or financial performance
  • Communicating across organizational boundaries from engineers through to senior managers
  • 3rd party management responsibilities
  • Looking out for client long term interests
  • Following up if service delivery is not meeting expectations
  • Mapping clients' requirements and coordinating in developing and implementing processes in line with pre-set guidelines.
  • Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
  • Generating MIS reports & dashboards with a view to appraise management of the process operations and assist in critical decision-making process.
  • Conducting Governance checkpoints and status meetings.
  • Creating awareness on driving projects, process improvement strategy & methodology and ensuring maximum operational efficiency.
  • Administering scheduling systems, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures.
  • Establishing process controls to ensure all SLA's and KPI's are consistently met.
Basic Qualifications:
  • Bachelor's degree
  • 5 years of Team management/supervisory experience
  • 5 years of Client Management in an Operations Delivery environment
  • 2 years of process improvement experience

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