Service Delivery Manager Service Delivery Manager …

Cognizant
in Singapore
Permanent, Full time
Last application, 18 Apr 21
Competitive
Cognizant
in Singapore
Permanent, Full time
Last application, 18 Apr 21
Competitive
Service Delivery Manager
Job Description:
  • The Service Delivery Manager will act as single focal point to manage overall service delivery and support in designated countries to maintain SLA and ensure end user satisfaction for a Lifescience client.
  • The role should demonstrate the best practice of project management and service management from infrastructure and application support aspects.
  • The role also needs to assist the project delivery of global and regional projects on both Infrastructure and application aspects and coordinate with internal resources (Subject Matter Experts) and external stakeholders to support daily operation and project delivery.
  • This role acts as a partner / advisory to the business, which proposes relevant solutions / improvements to ensure the delivery of IT services.
  • Oversee Escalation processes to ensure high levels of performance, maintain accurate reporting procedures and establish action items for service improvement.
  • Take ownership of major IT incidents and support tickets, coordinate between different parties for resolution, maintain effective communication to stakeholders and drive post incident reviews.
  • Champion continuous high levels of IT service and support in projects by developing a strong understanding of how projects may influence service areas, and planning measures to minimize such impact.
  • Uphold the quality of IT service and performance by understanding future demand from business growth and projects, and factor in such changes into capacity plans for all associated systems.
  • Support audit and compliance related activities.
  • Working with internal and external stakeholders to make sure all project activities are completed within the time frame. Ensure proper procedures and processes are being followed.
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. Define, shape, and present key metrics and KPIs to the Internal and Client Leadership teams.
  • Ensuring future demand from growth and projects is understood and factored into capacity planning for all associated systems.
  • Maintain high level of customer satisfaction and work with relevant stakeholders to implement service improvement plans, reporting on implementation against agreed Service Improvement Plans (SIPs), and support coordination of proposed actions.
  • Build and maintain relationships with all stakeholders to discuss service levels and service improvement opportunities.
  • Work with internal and/or third party teams to ensure project management and project execution according is as per the plan.

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