SDM-IOA Delivery

Cognizant; Chennai; Hybrid; INR 1,500,000 - 2,700,000; Full time

Job summary

Cognizant is seeking a seasoned Service Delivery Manager to lead integrated order and assortment solutions in a hybrid work model. The role focuses on reliable PO management for global retail clients, ensuring data accuracy across master data management processes and optimizing store-facing outcomes through stable day shift operations.

The candidate will drive incident management, change planning, and continuous service improvements across PO management and MDM domains, coordinating with product

Qualifications

• Extensive hands-on experience in purchase order management processes in enterprise-scale environments.
• Strong domain expertise in retail master data management (product hierarchies, vendor records, store attributes).
• Experience with store operations concepts such as replenishment and stock visibility.

Responsibilities

• Manage end-to-end service delivery for integrated order automation solutions.
• Coordinate cross-functional technology and business teams for stable day shift operations.
• Monitor service performance indicators to drive improvements in accuracy and system availability.

Skills

Purchase order management

Master data management

Stakeholder management

IT service management

Retail processes

Job description

Job Summary

Serve as a seasoned service delivery manager for integrated order and assortment solutions in a hybrid work model driving reliable purchase order management services for global retail clients while ensuring data accuracy across master data management processes and optimizing store facing outcomes through stable day shift operations.

Responsibilities

• Manage end to end service delivery for integrated order automation solutions that support consistent and timely purchase order processing for global retail customers in a hybrid work environment.
• Coordinate with cross functional technology and business teams to ensure stable day shift operations for purchase order management applications that directly support store replenishment and vendor collaboration.
• Monitor service performance indicators for purchase order workflows and master data records to detect issues early and drive measurable improvements in accuracy throughput and system availability.
• Define and enforce standardized operating procedures for incident management problem resolution and change implementation within the purchase order management and master data management retail landscape.
• Collaborate with product owners and business analysts to translate retail buying and merchandising requirements into practical service enhancements that improve purchase order cycle time and data quality.
• Oversee release planning and deployment activities for enhancements and defect fixes across purchase order management solutions while minimizing disruption to business operations during day shift windows.
• Establish clear communication routines with stakeholders to provide transparent updates on service status incident root causes and remediation plans for master data management and purchase order processes.
• Drive continuous improvement initiatives that simplify purchase order creation approval and tracking flows while ensuring alignment with retail master data standards and store operations needs.
• Coordinate with vendor and internal support teams to ensure timely resolution of priority incidents affecting purchase order submission acknowledgement and receipt posting in downstream retail systems.
• Track operational risks related to data integrity configuration changes and integration points between purchase order management master data repositories and store systems and work to mitigate these risks proactively.
• Provide governance around configuration changes in purchase order management tools to safeguard master data consistency for items vendors locations and pricing across the retail ecosystem.
• Develop and maintain comprehensive documentation for service runbooks support models and escalation paths that guide day to day support teams in handling master data and purchase order related issues.
• Engage with store facing stakeholders and central operations teams to understand service pain points and translate them into prioritized improvement backlogs that enhance reliability and ease of use.

Qualifications

• Demonstrate extensive hands on experience in purchase order management processes including creation modification approvals and lifecycle tracking in enterprise scale environments.
• Exhibit strong domain expertise in master data management for retail covering product hierarchies vendor records store attributes and related reference data that drive order accuracy.
• Apply practical knowledge of retail business processes such as merchandising inventory planning and store allocation to ensure that service delivery decisions are grounded in real operational needs.
• Utilize prior exposure to store operations concepts such as replenishment receiving and stock visibility to better anticipate impacts of system incidents on store staff and customer experience.
• Showcase proven experience managing service delivery for application landscapes with integrated order management master data and reporting tools for mid to large retail organizations.
• Demonstrate strong communication and stakeholder management capabilities that support clear expectation setting incident updates and status reporting across technology and business communities.
• Leverage familiarity with IT service management practices including incident problem and change management to maintain stable and predictable operations without requiring travel.

Certifications Required

ITIL Foundation Certification or equivalent service management certification relevant to application support in retail environments.