Service Delivery Manager

As a Service Delivery Manager role you will connect different partners and business units: ex. quality, training, engineering, marketing, incident management or customer service.

Among your functions will be driving, managing and improving delivery performance with in a portfolio.

It is also part of this role ensuring business health, operational efficiency and keep teams motivated. The role also involves supporting projects and initiatives that impact key performance indicators.

This role is under Delivery Management structure, supporting all verticals.

Main Responsibilities:

Track, monitor, review and analyze supplier performance to ensure business health & operational efficiency

Identify, monitor and escalate emerging issues, peak volumes, tools outages and problems with process adherence

Support internal teams and suppliers to quickly adapt to program changes that may impact tools, processes, etc.

Create, document and update projects, Knowledge Articles (KAs), training documentation, scorecards, KPIs, etc.

Review Operational Metrics, RootCause, Top drivers, Escalations and ongoing/new projects and launches

Host weekly business reviews (WBRs), monthly business reviews (MBRs) and ad hoc meetings as required. Use these meetings to address opportunities, emerging issues and help needed

Report on 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 business lines, locations, teams and channels

Ensure the SLA archivements for projects assigned.

Required Experience:

Proficiency in English and Spanish

Experience in project management / Service Management, with the ability to track multiple workstreams

Proven organizational skills and the ability to successfully balance competing projects and priorities

Excellent written and verbal communication skills (Spanish and English)

Ability to identify, analyze and solve ambiguous problems proactively with attention to detail

Deep knowledge of ITIL framework and Agile methodology.

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.

Working model

This job requires a combination of work from home and office work (mainly in Madrid or Barcelona).

What we offer:

Apart from participating in multiple projects and the opportunity of working with the industry’s latest technologies, Cognizant strives to be a great company to work for and you should expect a competitive base salary and various benefits, such as:

International working environment with diverse team

Flexible working hours and hybrid model.

Training and career development opportunities. Specific trainings in both technical and soft skills.

Private healthcare and additional life insurance.

A culture of respect and human empowerment.

Company sponsored activities and partnerships.

Opportunity to be part of a rapidly expanding global organization, within multicultural teams.

Pleasant and inspiring working atmosphere.

Inclusion and diversity in practice.

Employee referral program in place.

Employee volunteering programs and opportunities.

Access to different internal events, communities, and initiatives.