ADM Service Delivery Manager/Engagement Lead

Job Description

Title - ADM Service Delivery Manager/Engagement Lead
Duration - Full time with Cognizant

Cognizant Technology Solutions is currently seeking a highly skilled ADM Service Delivery Manager/Engagement Lead who will be responsible for designing and implementing information systems that will meet or exceed the needs of enterprise Applications for our clients. This individual will be the Senior Program leader within the Application Development & Maintenance (ADM) Delivery Team who will be responsible for Thought leadership, with ability to get their hands into the building process and governing the overall service delivery for our ADM organization.
Are you ready to be a change-maker? At Cognizant, we believe those who challenge the way they work today will lead the way tomorrow!
Ability to work independently and remotely, with willingness travel for client engagements as needed.
Responsibilities:

o Stakeholder Management
? Manage Communications to all the stakeholders involved in this engagement.
? Stakeholder expectations management.
? Negotiation capability with the stakeholders.
? Problem-solving abilities for any issues that is happening in the engagement.
? Escalation management appropriately
? Governance and reporting on all the SLAs/KPIs to stakeholders
? Have interaction with executives of any client and able to influence the same
? Able to build a good relation with top executives of the client
? Experience in conflict resolution

o Financials Management
? Revenue calculation
? Margin optimization
? Expertise with different pricing models
? Expertise with PNL reports and able to generate the same

o Operations efficiency enforcement
? Able to control and improve on utilization
? Convert NBL to billable positions
? Convert TnM to Managed services engagement
? Pyramid optimization
? Offshore leverage
? Have controls on both direct and indirect costs and optimize the same

o Resource Management
? Sourcing of profiles and coordination of the same
? Have prior experience of managing a large team
? Have experience in working production support engagement
? Have experience in working in both onsite and offshore support model

o Contractual Management
? Expertise in creation of different type of contracts
? Expertise in creation of different pricing models and also innovative ones
? Expertise in Resource loading and both direct and indirect costs
? Expertise in creating and writing SOWs capturing different contractual terms
? Expertise in identifying different schedules needed for the contract with respect to services, resource load, finance etc and able to create the same

o Business development
? Expertise in providing innovative solutions to client problems
? Expertise in responding to RFIs
? Expertise in writing RFPs and presenting the same to the client
? Expertise in building a rapport with the client and able to extract business opportunities from the client thereby bringing in additional revenue

Required Qualifications:

• Excellent communication skills – able to speak to audiences executives, business and technical leaders; able to represent complex ideas with effective documents and visuals and to adapt presentations to the expectations and background of the audience
• Should have led / managed large Managed service engagements with SLAs
• Should be well versed in managing critical situation and escalation management
• Strong decision making skills including the ability to balance conflicting interest
• Strong management skills with ability to coach and lead both virtual and physical team
• Ability to get hands into systems for building or complex problem resolution
• Ability to collaborate- able to work effectively with others on common tasks; build rapport, gain support, instill confidence, take actions which respect the needs and contributions of others; find common ground; negotiate win-win solutions; and share credit with others;
• Good exposure in managing large production support engagements. Associate should be willing to work in production support engagement
Associate should have strong experience in managing stakeholders, contracts and financials for 5+ years.
They should be well versed in managing a large team for min 5+ years and would be very well experienced in managing conflicts and resourcing.
Associate should be very much familiar in dealing with executives and should possess the skill to convince them during conflicts and able to expand our foot print in the client landscape.
Associate should have good experience in handling both dev and support teams.
Associate should be flexible to take calls during any priority incidents which can happen during off hours.

Education and Qualification:

• 15+ years’ experience in IT to include lead and senior roles.
o Associate should have experience in managing executives of any client and should be very strong in stakeholder management
o Associate should have handled a large team and should be very well versed in resolving conflicts and resource management
o Associate should be flexible to relocate to our client location in early 2022
• Bachelor's degree in computer science, business, information systems or related discipline demonstrated 7+ years related work experience

Our strength is built on our ability to work together. Our diverse backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, inspires thought leadership, and helps us build better solutions for our clients. We want someone who thrives in this setting and is inspired to craft meaningful solutions through true collaboration.
If you’re comfortable with ambiguity, excited by change, and excel through autonomy, we’d love to hear from you.

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