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Service Delivery Manager

3 weeks ago

Halifax, Canada Cognizant Full time

**Service Management
- Providing leadership to the service delivery team
- Monitoring and managing support functions to ensure optimal service
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
- Lead the service delivery team, managing conflict and ensuring the team’s processes and tasks are carried out efficiently
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- Developing a deep understanding of projects to gain insights into the scope of service delivery
- Utilize cross-training techniques to boost productivity and develop each team member's individual skills
- Develop relations with business community and the out sourced service providers
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Understanding customer needs and providing the best service possible
- Ideate and Implement Automation opportunities

Performance and Quality Management
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
- Providing accurate and regular reports to the management on performance of the service delivery
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

**Technical Skills**

**SNo**

**Primary Skill**

**Proficiency Level **

**Rqrd./Dsrd.**
- 1- Servicenow Secops- PL3- Required- 2- ServiceNow Enterp Service Mgmt- PL3- Required- 3- ServiceNow Scripting- PL3- Required- 4- ServiceNow ITOM- PL3- Required- 5- ServiceNow ITSA- PL3- Required- **Proficiency Legends**

**Proficiency Level**

**Generic Reference**
- PL1- The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.- PL2-
- PL3-
- PL4