Senior Tableau Developer Cognizant
Melville, NY

Job Description

Service Delivery Manager

Qualification:

B Sc, M Sc BE, MCA

Responsibility:

Stakeholder Management:

* Ensure management reports are circulated to the relevant stakeholders as per agreed timelines.

Service Management:

* Act as the Single Point of Contact for Delivery for the project.
* Responsible for End to End Service Delivery for the portfolio / LOB being managed.
* Devise Corrective and Preventive actions for any Service Level breaches, near misses and Customer escalations.
* Integrates Service Management Office into the service delivery to effectively leverage their specialist capabilities (eg Incident Management, Problem Management, Change Management etc).
* Manage defined processes and risks with respect to organization and customer.
* Coordinate with onsite and offshore teams as necessary during project delivery.

Service Tracking:

* Ensure service performance of the portfolio through defined metrics and KPI's.
* Participate in PMR and Service performance review meeting and ensure availability of all relevant performance data.
* Ensure that status reports & dashboards are sent to the customer for the project(s) at the agreed intervals.

Service Execution:

* Coordinate and test Service Continuity plan on a periodic basis.
* Resolving all customer requests, issues / escalations in a timely manner.

Knowledge Management:

* Liaise with Academy for project level training needs and ensure training plans are made available based on skillset needs.

People Management:

* Drive performance management process (goal setting, appraisals and promotions) for the project (Portfolio / LOB).
* Responsible for onboarding new hires.
* Manage conflicts within the team and organize team building exercises.
* Enable periodic skill assessment of associates and subsequent adherence to learning plans.
* Initiate (Performance Improvement Plan) PIP in case of nonperformance.
* Continuously mentor and have succession plan for all key roles.
* Responsible for forecasting and managing staffing requirements for the portfolio.

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.
* Adopt and implement organization initiatives like 'Best in Class', Pinnacle, Innovation programs etc.
* Adopt and replicate best practices from other engagements in SBU and organization.

Business Development & Customer Relationship Management:

* Participate in Customer review / governance meetings to discuss on Service performance, project issues and improvement opportunities.
* Participate and provide inputs during Solution development activities Build relationships with line managers or portfolio owners in the customer organization.
* Coordinate and ensure preparedness for the Customer visits.
* Anticipate issues and needs of the customer related to the project and address them proactively.
* thereby help achieve CSS targets.

Account Operations:

* Ensure workenvironment availability (infrastructure, relevant software, access etc) to the project resources.
* Establishes the key calendar of events for the project / LOB.
* Initiate and drives Continual Service Improvement program.

Audit:

* Participate in audits and track action items to closure.
* Responsible for billing and invoicing for the portfolio being managed.