Workday Service Delivery Manager

Cognizant; City of Melbourne; On-site; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Learning opportunities

Global career opportunities

Affinity groups

Job summary

Cognizant is seeking a Service Delivery Manager in Melbourne to oversee operational/financial metrics for a portfolio of clients. You will ensure delivery aligns with ITIL practices, manage budgets and resources, and retain revenue while supporting the sales team for growth opportunities.

The role emphasizes client satisfaction, process improvement, and maintaining strong executive relationships across the client organization. Strong ERP/Workday experience is preferred.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Experience in managed services with offshore/onshore delivery models.
• ITIL knowledge or certification is a plus.
• Proven ability to manage client relationships and revenue retention.

Responsibilities

• Forecast projects and manage delivery to meet SLAs.
• Define best practices, templates, and delivery methodologies.
• Lead client meetings and strategy sessions to identify improvements and opportunities.
• Drive high client satisfaction and revenue retention for assigned portfolio.
• Oversee resources, budgets, changes, and revenue pull-through.
• Maintain compliance with policies, procedures and branding.
• Develop relationships across client orgs, including executive levels.
• Identify and help close opportunities with existing and new clients.
• Track client satisfaction and continuously improve service delivery.

Skills

Client relationship mgmt

Leadership

Stakeholder comms

Budgeting

ERP/HCM knowledge

ITIL awareness

Education

Bachelor’s degree or equivalent

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 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.

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

• 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 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.