Service Delivery Manager

Aptita; Hyderabad; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

A leading service transition firm in Hyderabad is seeking a Sr. Transition Manager (SDM) to independently lead transitions while ensuring compliance with the established transition framework. The successful candidate will manage client expectations and oversee the delivery of project milestones. Responsibilities include tracking project deliverables, risk management, and supporting RFP creation, all while leading a team to ensure smooth transitions into steady state operations.

Qualifications

• Proven ability to manage transitions effectively with strong communication skills.
• Experience in handling service transitions in a corporate environment.
• Ability to track project timelines, deliverables, and budgets.
• Strong communication and escalation management.

Responsibilities

• Lead medium-touch transitions with focus on client requirements.
• Oversee risk management and governance during transitions.
• Support RFP creation and ensure adherence to transition methodologies.
• Understand the contractual requirements from both client and Cognizant perspective.
• Help transition lead formulate strategies and plans for setting up a transition environment following a RFP win.
• Remind PM towards commercial transition project milestones (if any) and ensure that invoices are raised by the project manager with reference to these dates and/or on completion of deliverables.
• Review the outcome of the Transition deliverables to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and client satisfaction.
• Establish communication plan & ensure it is followed (both internal & external).
• Monitor, evaluate & report risks during each phase of transition Pre-Contract Phase.
• Support RFP/RFIs and client visits.
• Help the transition manager Implement the change management plan.
• Work with the delivery team and handhold them to ensure that there is a smooth transition into the steady state.
• Raise relevant CRs as part of the post contract due diligence process.
• Drive escalation processes for resource issues, delayed project phases such as non-progress of KT, missed deadlines and other planning issues.
• Responsible for timely resolution of escalated issues and implementing appropriate corrective actions.
• Ensure Transition processes in line with the transition methodology (managing risk, governance, quality assurance, issue resolution, reporting).
• Ensure Transition is within time and budget and meet the required level of quality.
• Plan and facilitate KT sessions during the Acquisition period and report progress to the Client Transition Management team.
• Collect inputs to track the effectiveness of KT sessions and take corrective actions as necessary.
• Identify technical constrains for niche KTs and use prior KR experiences and knowledge to propose unique staffing solutions.
• Conduct and participate in risk audits, propose and implement mitigation plans for KTs that are hostile or that which are inadequate.
• Ensure the team adhere to the Transition plan and KT process frameworks.
• Work as part of the RFP team for any new or existing account and be responsible for the Transition Plan.

Skills

Transition management

Stakeholder communication

Risk management

Knowledge transfer

Project management

Governance & reporting

Client/stakeholder communication

Job description

Sr. Transition Manager (SDM) leads medium-touch transitions independently while supporting the RFP creation, ensuring adherence to the plan and post contractual due diligence for a set of applications in a large account or a smaller single account WITH the objective of managing new Service transitions to Cognizant from clients or existing vendors by adhering to the transition process and framework laid out.

Areas of Responsibilities

Transition Management: Post-Contract Phase

• Gain an in-depth understanding of Client requirements, expectations (SLAs, performance parameters etc.), standards and procedures and help establish exit (gating) criterion for the transition phases
• Setup the transition/project management, track & report, governance of all transitions supported in line with the agreed transition methodology, framework and tools
• Track scope changes and raise relevant CR's
• Understand the contractual requirements from both client and Cognizant perspective
• Help transition lead formulate strategies and plans for setting up a transition environment following a RFP win
• Remind PM towards commercial transition project milestones (if any) and ensure that invoices are raised by the project manager with reference to these dates and/or on completion of deliverables
• Review the outcome of the Transition deliverables to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and client satisfaction
• Establish communication plan & ensure it is followed (both internal & external)
• Monitor, evaluate & report risks during each phase of transition Pre-Contract Phase
• Support RFP/RFIs and client visits

Delivery Support

• Help the transition manager Implement the change management plan
• Work with the delivery team and handhold them to ensure that there is a smooth transition into the steady state

Governance

• Raise relevant CRs as part of the post contract due diligence process
• Drive escalation processes for resource issues, delayed project phases such as non-progress of KT, missed deadlines and other planning issues
• Responsible for timely resolution of escalated issues and implementing appropriate corrective actions
• Ensure Transition processes in line with the transition methodology (managing risk, governance, quality assurance, issue resolution, reporting)
• Ensure Transition is within time and budget and meet the required level of quality

Knowledge Transition

• Plan and facilitate KT sessions during the Acquisition period and report progress to the Client Transition Management team
• Collect inputs to track the effectiveness of KT sessions and take corrective actions as necessary
• Identify technical constrains for niche KTs and use prior KR experiences and knowledge to propose unique staffing solutions
• Conduct and participate in risk audits, propose and implement mitigation plans for KTs that are hostile or that which are inadequate
• Ensure the team adhere to the Transition plan and KT process frameworks
• Work as part of the RFP team for any new or existing account and be responsible for the Transition Plan

People Management

• Guide Transition Analysts/Members, if any
• Provide inputs to the Transition Director to assist him in identifying cross-skilling/ training needs