Service Delivery Manager (Information Technology)
TM/SDM is responsible for the day-to-day activities and guidance of their team members and requires candidates who can set targets, implement guidelines, and assist with any issues the employees may have. TM/SDM needs to be focused on People Management, Continuous Process Improvement and Client Management. The TM/SDM is expected to ensure 100% compliance to SLAs, including but not limited to Quality, Utilization and Production, while managing a team of more than 60+ associates & 5+ TLs. The TM/SDM should be able to display high level of confidence in ensuring compliance to both Client and Cognizant policies, and Code of Ethics. TM/SDM should know about the team strategies, working with remote teams, using technology, workplace diversity, management styles, mediation, macro, and micro-management.
The project involves the management of customer service issues both from internal and external clients. There are varied teams to suit the priority level of the clients. The service is delivered through Email, Chat and phone. The service is a global delivery model and the team work on a 24/7 working model using a regional delivery across the global. The services are primarily delivered in English but some teamwork through the varied local languages.
Detailed Role & Responsibilities