Service Manager

Qualification:

B Sc, M Sc BE, MCA

Responsibility:

Stakeholder Management:

• Responsible for liaising between project teams across locations and the Customer.

Service Management:

• Participate and provide inputs for release planning.
• Act as the Cognizant Delivery team point of contact for the portfolio.
• Support Service Management / process related activities performed by the SMO with relevant delivery data.
• Responsible for end to end services for the application cluster / portfolio being managed.
• Coordinate with onsite and offshore teams as necessary during project delivery, including daily connect calls.

Service Tracking:

• Ensure adherence to SOW requirements including client security and compliance needs.
• Follow up with internal and external stakeholders (Customer and Vendor liaison) to progress tickets to resolution.
• Ensure adherence to defined processes (like creating problem records, performing timely RCA's, creating knowledge articles, maintaining application documentation etc).
• Prepare performance dash boards & management reports.
• Ensure schedule adherence for release requests and notify stakeholders in case of deviations.

Service Execution:

• Conduct periodic data analysis, perform RCA for any targets missed and customer escalations.
• Report the findings to the Service Manager.
• Implement all Corrective and Preventive actions.
• Deploy process as defined in the process handbook.
• Prepare release notes and ensure application documents are updated to reflect the changes made.

Knowledge Management:

• Ensure complete KT to support teams before any production release.

People Management:

• Coach the delivery team.
• Continually assess skill level and provide intervention assistance.
• provide inputs for learning plans.
• Conduct regular meetings with the project teams and address their issues / concerns.
• Accountable to manage the workload of the team.
• Provide inputs for appraisal rating, promotion recommendations and rewards and recognition.
• Evaluate candidates during lateral hiring process.

Contribution to Org Initiatives:

• Adhere to Organization policies and procedures.
• Participate in Customer round table discussions/floor visits and share project experience.
• Share best practices with the Organization and leverage Organization assets for the benefit of the project.

Business Development and Customer Relationship Management:

• Report performance dashboards on a periodic basis to the customer stakeholders.
• Engages with Customer and drive status report meetings.
• Jointly work with the customer to prioritize improvement opportunities.
• Manage all Customer requests through effective queue management (prioritization of demand).
• Identify and assess service improvement opportunities.

Account Operations:

• Plan resource rotation to comply with Organization / Business Unit recommended Pyramid and Span.
• Coordinate shift operations and logistics effectively.
• Perform task and module level estimations and conduct reviews to ensure quality of deliverables.
• Provide inputs for resource level projections (like leave plans, additional resource requirements etc).
• Implementation of planned Service Improvement initiatives.

Audit:

• Participate and provide inputs for all audits.

Must Have Skills

• Business Rule Devlpmnt in Pega
• Pega UI Development
• PEGA BPM Process Modeling
• PEGA

Employee Status : Full Time Employee

Shift : Day Job

Travel : No