Workday, Senior Manager Service Delivery at Cognizant

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, ConsultingIndustries

Requirements

Bachelor’s degree preferred or equivalent work experience
Previous Workday experience strongly preferred but not required
10 years of experience in managed services leading a team of Service Delivery Managers and working closely with an offshore delivery team
10 years of experience in the ERP space (HCM, Finance, or Payroll)
A practitioner background in HR, Finance, or Payroll is a plus
Experience with offshore/onshore methodology and relevant quality frameworks
Excellent client facing/client service skills
Previous experience as a Team Lead and demonstrable experience in leading virtual teams
Very organized individual with the ability to work in a highly deadline driven environment with strong time management, detail, and multi-tasking skills
Experience in Microsoft Office (Word, PowerPoint, Excel, OneNote); Salesforce experience preferred, but not required

Responsibilities

Achieve overall postproduction revenue and client satisfaction goals
Ensure projects are forecasted appropriately
Assist in defining and implementing “best practice” delivery, including templates, work plans, methodologies
Lead client meetings or facilitated strategy sessions to analyze processes, recommend improvements, and identify opportunities for further growth
Drive team and individuals to achieve high client satisfaction levels
Manage project responsibilities including scheduling resources, managing budget/actuals, and approval of project related change requests for enhancements or changes
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Responsible for revenue pull through for Post Production of assigned clients
Maintain high client satisfaction by ensuring agreed services are delivered against service level agreements
Build a strong culture of accountability and high performance
Train and develop the team to ensure the required skills and experience
Set clear expectations for team members, regularly reviewing tracking to goals, activity targets, and client satisfaction metrics; provide effective performance management as required
Balance appropriate resource utilization with profitability and growth
Lead and own client service delivery aligning to a quality framework
Maintain and leverage technical, industry and competitor knowledge which aligns specifically with postproduction support
Drive maximum billability for the postproduction team while balancing profitability, client satisfaction and team engagement/retention
Ensure adherence to policies and procedures regarding branding issues, marketing standards, and client contact
Establish a network of relationships within a broad range of functions and levels in client organization, developing executive and C-level client relationships
Identify and help close opportunities with existing and new clients
Measure client satisfaction, identifying initiatives and strategies to increase client satisfaction
Ensure team alignment with global practice and corporate goals and strategic initiatives

Skills

Workday

Service Delivery

Project Management

Revenue Management

Client Satisfaction

Performance Management

Process Improvement

Resource Scheduling

Budget Management

SLA Management

Team Leadership

Cognizant

Professional services for digital transformation

About Cognizant

Cognizant provides professional services that help businesses adapt to the digital age. The company works with clients to improve their business operations and technology systems through a consultative approach that focuses on specific industries. This means they tailor their services to meet the unique needs of each client, helping them to innovate and operate more efficiently. Unlike many competitors, Cognizant emphasizes a deep understanding of various industries, which allows them to offer more relevant solutions. The goal of Cognizant is to empower clients to thrive in a digital world by transforming their business models and enhancing their operational capabilities.

Teaneck Township, New JerseyHeadquarters

1994Year Founded

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

10,001+Employees

Risks

Integration challenges from acquisitions may affect service delivery and client satisfaction.

Expansion into IoT exposes Cognizant to competitive pressures.

Geopolitical risks in Eastern Europe could impact Cognizant's operations.

Differentiation

Cognizant's consultative approach tailors digital solutions to specific industry needs.

Strategic acquisitions enhance Cognizant's capabilities in IoT and digital transformation.

Cognizant's strong presence in Eastern Europe boosts its software engineering talent pool.

Upsides

Growing demand for digital transformation boosts Cognizant's service offerings.

IoT market expansion aligns with Cognizant's acquisition of Mobica.

ServiceNow expertise strengthens Cognizant's position in enterprise IT solutions.

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