Principal Product Consultant

Cognizant; Singapore; On-site; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a highly skilled Service Delivery Manager to lead the implementation and support of a leading banking software across multiple regions. This pivotal role involves managing teams, driving quality automation, and implementing innovative Gen AI solutions to enhance service delivery. The ideal candidate will possess a strong background in service delivery management, with a focus on incident management and stakeholder engagement. Join a dynamic team where you can make a significant impact on operational efficiency and customer satisfaction while driving digital transformation initiatives.

Qualifications

• Proven experience in service delivery management and Temenos TRANSACT implementation.
• Strong knowledge of QA automation, BOTs implementation, and Gen AI solutions.

Responsibilities

• Oversee implementation, migration, and support of Temenos TRANSACT across geographies.
• Drive QA automation and implement Gen AI-led solutions.
• Manage L2 & L3 teams and ensure business readiness of systems.

Skills

Service Delivery Management

QA Automation

Gen AI Solutions

Incident Management

Problem-Solving

Stakeholder Management

Leadership

AGILE Transformation

Education

Certified Agilist

Tools

Temenos TRANSACT

AXIOM

Jasper

ODS

Job description

Job Summary

We are seeking a highly skilled and experienced Service Delivery Manager / Temenos Principal Product Consultant to oversee the implementation, migration, and production support of Temenos TRANSACT across multiple geographies. The ideal candidate will manage L2 & L3 teams, drive QA automation, and implement Gen AI-led solutions. They will also support data integration, reporting systems, and ensure business readiness of core and peripheral systems.

Key Responsibilities

• Oversee the implementation, migration, and production support of Temenos TRANSACT across multiple geographies.
• Manage L2 & L3 teams on TAP support, TPH support, and build a strong Knowledge Error Database (KEDB).
• Drive QA automation and BOTs implementation to handle incidents and service requests.
• Analyze, formulate, and build Gen AI-led solutions across the applications landscape.
• Lead AGILE transformation in the organization as a Certified Agilist.
• Support data integration and reporting systems like AXIOM, Jasper, ODS, and other applicable data platforms.
• Extend support on pricing and regulatory reports.
• Ensure business readiness of core and peripheral systems on a day-to-day basis and build automation.
• Plan and implement life cycle management of core and support applications, ensuring timely End of Life upgrades.
• Identify opportunities for digital transformation and propose cloud-hosted solutions.
• Optimize and automate service processes to drive efficiencies in service and costs.
• Oversee and manage test environments with end-to-end accountability.
• Improve TEMS automation coverage.
• Act as the service liaison into the risk management process, reviewing and escalating risks.
• Support risk assessment and analysis during audit requirements.
• Ensure IT services meet established SLAs and KPIs.
• Monitor and manage application support functions for optimal service.
• Oversee 24/7/365 incident management with cross-functional incident managers for L2 and L3 supports.
• Maintain high performance levels for service-related processes and implement improvement activities.
• Liaise with Major Incident Manager during major incidents affecting business operations.
• Identify patterns in incidents and problems, developing long-term solutions with internal teams.
• Monitor and report on operational and security incidents.
• Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication for post-incident reviews.
• Ensure systems, procedures, and methodologies support outstanding service delivery.
• Act as a point of escalation for customer IT staff, service managers, and application development and maintenance teams.
• Develop a deep understanding of projects to gain insights into the scope of service delivery.
• Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Analyze third-party and internal processes, creating strategies for service delivery optimization.
• Recommend and implement service delivery improvements on time.
• Provide accurate and frequent performance reports to customer management.
• Lead personnel management, including staff recruitment, performance assessment, training, and mentoring.
• Build strong relationships with teams and stakeholders for effective dialogue exchange.
• Monitor and report on service performance, addressing deviations or issues promptly.
• Continuously improve service delivery processes to enhance efficiency and customer satisfaction.
• Produce and cost appropriate service models that meet customer needs.
• Review ongoing service commercial costs to ensure value for money.
• Act as Change Manager for the Change Authority Board (CAB), ensuring service protection during the change process.
• Coordinate maintenance windows to support incident remediation, request fulfillment, and change requests.

Qualifications

• Proven experience in service delivery management and Temenos TRANSACT implementation.
• Strong knowledge of QA automation, BOTs implementation, and Gen AI solutions.
• Certified Agilist with experience in driving AGILE transformation.
• Expertise in data integration and reporting systems.
• Excellent incident management and problem-solving skills.
• Strong leadership and personnel management abilities.
• Effective communication and stakeholder management skills.
• Ability to identify and implement service delivery improvements.