Service Manager Service Manager …

Cognizant
in Singapore
Permanent, Full time
Be the first to apply
Competitive
Cognizant
in Singapore
Permanent, Full time
Be the first to apply
Competitive
Service Manager
Qualification:
B Sc, M Sc BE, MCA Responsibility:
Stakeholder Management:
  • Responsible for liaising between project teams across locations and the Customer.
Service Management:
  • Participate and provide inputs for release planning.
  • Act as the Cognizant Delivery team point of contact for the portfolio.
  • Support Service Management / process related activities performed by the SMO with relevant delivery data.
  • Responsible for end to end services for the application cluster / portfolio being managed.
  • Coordinate with onsite and offshore teams as necessary during project delivery, including daily connect calls.
Service Tracking:
  • Ensure adherence to SOW requirements including client security and compliance needs.
  • Follow up with internal and external stakeholders (Customer and Vendor liaison) to progress tickets to resolution.
  • Ensure adherence to defined processes (like creating problem records, performing timely RCA's, creating knowledge articles, maintaining application documentation etc).
  • Prepare performance dash boards & management reports.
  • Ensure schedule adherence for release requests and notify stakeholders in case of deviations.
Service Execution:
  • Conduct periodic data analysis, perform RCA for any targets missed and customer escalations.
  • Report the findings to the Service Manager.
  • Implement all Corrective and Preventive actions.
  • Deploy process as defined in the process handbook.
  • Prepare release notes and ensure application documents are updated to reflect the changes made.
Knowledge Management:
  • Ensure complete KT to support teams before any production release.
People Management:
  • Coach the delivery team.
  • Continually assess skill level and provide intervention assistance.
  • provide inputs for learning plans.
  • Conduct regular meetings with the project teams and address their issues / concerns.
  • Accountable to manage the workload of the team.
  • Provide inputs for appraisal rating, promotion recommendations and rewards and recognition.
  • Evaluate candidates during lateral hiring process.
Contribution to Org Initiatives:
  • Adhere to Organization policies and procedures.
  • Participate in Customer round table discussions/floor visits and share project experience.
  • Share best practices with the Organization and leverage Organization assets for the benefit of the project.
Business Development and Customer Relationship Management:
  • Report performance dashboards on a periodic basis to the customer stakeholders.
  • Engages with Customer and drive status report meetings.
  • Jointly work with the customer to prioritize improvement opportunities.
  • Manage all Customer requests through effective queue management (prioritization of demand).
  • Identify and assess service improvement opportunities.
Account Operations:
  • Plan resource rotation to comply with Organization / Business Unit recommended Pyramid and Span.
  • Coordinate shift operations and logistics effectively.
  • Perform task and module level estimations and conduct reviews to ensure quality of deliverables.
  • Provide inputs for resource level projections (like leave plans, additional resource requirements etc).
  • Implementation of planned Service Improvement initiatives.
Audit:
  • Participate and provide inputs for all audits.

Must Have Skills
  • JDBC
  • Core Java
Good To Have Skills
  • ANSI SQL
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