Service Manager

Qualification:

"B Sc, M Sc BE, MCA

Cognizant will only consider applicants for this position whom are legally authorized to work in the United States without company sponsorship (H-1B, L-1B, L-1A, etc.).”

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 RCAs  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 discussionsfloor 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 auditsEloqua developer                                                                                                          

Must Have Skills

• Eloqua Integration

• Eloqua configuration

• Eloqua Campaign Execution

Technical Skills

* Proficiency Legends