Service Delivery Manager

Cognizant; City of Melbourne; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Entrepreneurial environment

Learning opportunities

Global operations

Job summary

Cognizant is seeking a Service Delivery Manager in Melbourne to lead delivery for a portfolio of clients. You will forecast projects, define delivery templates, and run strategy sessions with clients to optimize processes and drive improvements.

You will also manage budgets, staffing, and change requests to maximize client satisfaction and revenue. The role requires 5–7 years in managed services, strong ERP/HCM/Payroll expertise, and proven leadership in offshore/onshore setups.

Qualifications

• Bachelor’s degree preferred or equivalent work experience.
• Previous Workday experience strongly preferred, but not required.
• 5-7 years of experience in managed services working with an offshore team.
• 5-7 years of experience in the ERP space (HCM, Finance, or Payroll).
• A practitioner background in HR, Finance, or Payroll is a plus.
• ITIL Certification a plus.
• Experience in Managed Services in offshore/onshore methodology and exposure to ITIL processes.
• 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 multitasking skills.
• Experience in Microsoft Office (Word, PowerPoint, Excel, OneNote). Salesforce experience preferred, but not required.

Responsibilities

• Forecast projects appropriately and manage revenue pull through.
• Define best practices in delivery, templates, workplans, methodologies.
• Lead client meetings and strategy sessions; analyze processes and recommend improvements.
• Drive teams to achieve high client satisfaction.
• Manage resources, budgets, and change requests for projects.
• Monitor delivery quality; ensure ITIL processes are followed.
• Identify opportunities with existing and new clients and drive revenue growth.
• Maintain relationships with client executives and teams.

Skills

Client facing

Team leadership

Time management

Multitasking

Salesforce

Education

Bachelor’s degree or equivalent

ITIL Certification

Workday experience

Tools

Workday

Salesforce

Microsoft Office

Job description

The Service Delivery Manager is accountable for operational/financial metrics and overall business results of Portfolio of assigned clients. They ensure that
operational policies are followed and that business objectives are achieved by
focusing on best practices and process improvements. The incumbent in this roleis accountable for managing and retaining the revenue stream and client base,along with supporting the CP/Sales on future opportunities for growing therevenue stream.

Key Responsibilities:

Client and Project Accountabilities:

• Ensure projects are forecasted appropriately
• Assist in defining “best practices” in delivery, including templates, workplans, methodologies
• Lead client meetings or facilitated strategy sessions, analyze processes,and recommend improvements, and opportunities.
• Drive team and individuals to achieve high client satisfaction levels
• Project Manager responsibilities include scheduling resources, managingbudget/actuals and approval of project related change requests effort forenhancements or changes.
• Monitor, control and support service delivery; ensuring systems,methodologies and procedures are in place and followed
• Responsible for revenue pull through for Portfolio of assigned clients.
• Maintaining high client satisfaction ensuring agreed services aredelivered against set service level agreements.

People Development:

• Builds a strong culture of accountability and high performance
• Participates when required on recruiting, trainings and developing theteam with skills and experience aligned to Cognizant’s needs and themarket with a focus on retention of top performers
• Sets clear expectations for all Team Members within the matrix structure.
• Works with direct managers for analyzing goals, activities, and results todetermine action plans to improve individual and team performance perstated performance management guidelines.

Duties & Tasks

• Balanges staffing strength with profitability and growth
• Leads and owns client service delivery aligning to ITIL best practice.
• Keeps current on technical, industry and competitor activities andofferings that align specifically with AMS.
• Drives maximum sustainable billability for AMS while balancingprofitability, client satisfaction and team member quality of life
• Ensures adherence to policies and procedures regarding brandingissues, marketing standards, and client contact
• Establishes a network of relationships within a broad range of functionsand levels in a client organization; sustains executive and C-level client relationship
• Identify and help close opportunities with existing and new clients
• Measures client satisfaction throughout an engagement, specificallyidentifying ways in which a team can increase current levels ofsatisfaction
• Keeps current on corporate goals, objectives, and progress
• Additional duties as assigned by manager

Education &Experience:

• Bachelor’s degree preferred or equivalent work experience
• Previous Workday experience strongly preferred, but not required.
• 5-7 years of experience in managed services working with an offshoreteam
• 5-7 years of experience in the ERP space (HCM, Finance, or Payroll)
• A practitioner background in HR, Finance, or Payroll is a plus.
• ITIL Certification a plus
• Experience in Managed Services in offshore/onshore methodology andexposure to ITIL processes
• Excellent client facing/client service skills
• Previous experience as a Team Lead and demonstrable experience inleading virtual teams.
• Very organized individual with the ability to work in a highly deadline driven environment with strong time management, detail, and multitasking skills
• Experience in Microsoft Office (Word, PowerPoint, Excel, OneNote).Salesforce experience preferred, but not required.

Why choose Cognizant:

• Entrepreneurial environment that welcomes your ideas
• Opportunity to do great work
• Outreach programs that support communities and tap into your volunteer spirit
• Learning opportunities to help current needs and advancement
• Global operations, with opportunities in North America, Europe and Asia Pacific
• An abundance of Affinity groups to meet your needs

Cognizant Core Values:

• Work as One: We think beyond roles, relying on each other’s strengths to win as a team.
• Raise the Bar: We always aim for excellence in how we work and what we deliver.
• Dare to Innovate: We push boundaries and take chances to reimagine what’s possible.
• Do the Right Thing: We all lead with integrity and always make the ethical choice.
• Own It: We own the outcomes for our company, colleagues, and community.