Service Delivery Manager

Collaborative Solutions; Melbourne; On-site; AUD 120,000 - 170,000; Full time

Job summary

Cognizant Melbourne seeks a Service Delivery Manager to lead the operations and financial performance across a portfolio of clients. You will ensure delivery excellence with ITIL-aligned processes and revenue retention while collaborating with CP/Sales on growth opportunities.

Responsibilities include forecasting projects, defining delivery best practices, leading strategy sessions, and ensuring high client satisfaction through governance, budgeting, and offshore/onshore coordination.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5-7 years in managed services or delivery roles.
• Experience with Workday or ERP HR/Finance/Payroll is a plus.
• ITIL certification or knowledge is advantageous.
• Strong client-facing and leadership skills.

Responsibilities

• Forecast projects and manage resources and budgets.
• Define best practices, templates, and methodologies for delivery.
• Lead client meetings and strategy sessions; recommend improvements.
• Drive high client satisfaction and service level adherence.
• Ensure revenue retention and identify growth opportunities.
• Develop and mentor team members; coordinate offshore/onshore delivery.

Skills

Client facing

Leadership

Budget management

Stakeholder management

Offshore coordination

Process improvement

Education

Bachelor's degree or equivalent

Workday experience

ITIL knowledge

ERP/HR/Finance/Payroll domain

Tools

Microsoft Office

Salesforce

Workday

ERP systems

Job description

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 role is accountable for managing and retaining the revenue stream and client base, along with supporting the CP/Sales on future opportunities for growing the revenue stream.

Key Responsibilities:

Client and Project Accountabilities:

• Ensure projects are forecasted appropriately
• Assist in defining "best practices" in delivery, including templates, work plans, 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, managing budget/actuals and approval of project related change requests effort 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 Portfolio of assigned clients.
• Maintaining high client satisfaction ensuring agreed services are delivered against set service level agreements.

People Development:

• Builds a strong culture of accountability and high performance
• Participates when required on recruiting, trainings and developing the team with skills and experience aligned to Cognizant's needs and the market 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 to determine action plans to improve individual and team performance per stated performance management guidelines.

Duties & Tasks

• Balances 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 and offerings that align specifically with AMS.
• Drives maximum sustainable billability for AMS while balancing profitability, client satisfaction and team member quality of life
• Ensures adherence to policies and procedures regarding branding issues, marketing standards, and client contact
• Establishes a network of relationships within a broad range of functions and 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, specifically identifying ways in which a team can increase current levels of satisfaction
• 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 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.

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.