Workday Service Delivery Manager

Collaborative Solutions

2d•Remote

About The Position

The Service Delivery Manager is accountable for operational/financial metrics and overall business results of Portfolio of assigned clients. They ensure that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. The incumbent in this role is accountable for managing and retaining the revenue stream and client base, along with supporting the CP/Sales on future opportunities for growing the revenue stream.

Requirements

Bachelor’s degree preferred or equivalent work experience
5-7 years of experience in managed services working with an offshore team
5-7 years of experience in the ERP space (HCM, Finance, or Payroll)
Experience in Managed Services in offshore/onshore methodology and exposure to ITIL processes
Excellent client facing/client service skills
Previous experience as a Team Lead and demonstrable experience in leading virtual teams.
Very organized individual with the ability to work in a highly deadline driven environment with strong time management, detail, and multitasking skills
Experience in Microsoft Office (Word, PowerPoint, Excel, OneNote).

Nice To Haves

Previous Workday experience strongly preferred, but not required.
A practitioner background in HR, Finance, or Payroll is a plus.
ITIL Certification a plus
Salesforce experience preferred, but not required.

Responsibilities

Ensure projects are forecasted appropriately
Assist in defining “best practices” in delivery, including templates, work plans, methodologies
Lead client meetings or facilitated strategy sessions, analyze processes, and recommend improvements, and opportunities.
Drive team and individuals to achieve high client satisfaction levels
Project Manager responsibilities include scheduling resources, managing budget/actuals and approval of project related change requests effort for enhancements or changes.
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Responsible for revenue pull through for Portfolio of assigned clients.
Maintaining high client satisfaction ensuring agreed services are delivered against set service level agreements.
Builds a strong culture of accountability and high performance
Participates when required on recruiting, trainings and developing the team with skills and experience aligned to Cognizant’s needs and the market with a focus on retention of top performers
Sets clear expectations for all Team Members within the matrix structure. Works with direct managers for analyzing goals, activities, and results to determine action plans to improve individual and team performance per stated performance management guidelines.
Balances staffing strength with profitability and growth
Leads and owns client service delivery aligning to ITIL best practice.
Keeps current on technical, industry and competitor activities and offerings that align specifically with AMS.
Drives maximum sustainable billability for AMS while balancing profitability, client satisfaction and team member quality of life
Ensures adherence to policies and procedures regarding branding issues, marketing standards, and client contact
Establishes a network of relationships within a broad range of functions and levels in a client organization; sustains executive and C-level client relationship
Identify and help close opportunities with existing and new clients
Measures client satisfaction throughout an engagement, specifically identifying ways in which a team can increase current levels of satisfaction
Keeps current on corporate goals, objectives, and progress
Additional duties as assigned by manager