Project Management / Delivery
Denver, CO
Experience: 5 to 7
II. Position summary:
• Leads a team of individual contributors
• Responsible and accountable for deliverables and performance of the team
• Proactive problem management, Data (alerts, tickets etc) analysis and reporting
• Responsible for escalated support & ITIL Processes management
• Responsible for all implementation of delivery and people management processes for the team
• Responsible for contractual deliverables
III. Key result areas:
• Achieve defined performance levels with respect to customer delivery
• Implement support and quality processes as per practice framework
• Focus on enabling quality deliverables and enhancing customer satisfaction
• Identify and implement initiatives to contribute to productivity improvement
• Ensure compliance of team’s learning plan adherence
• Identify and implement automation opportunities
• Work with COE teams on KM and CSI/BIC initiatives
• Perform audits to ensure quality of deliverables and quality compliance
• Responsible for team development and motivation
• Enable the delivery manager to drive Cost of Delivery reduction
IV. Typical responsibilities
Business/Customer
• Participation in governance and periodic project reviews
• Building relationship with customer key stake holders
• Identification and communication of potential risks and dependencies in timely manner to stake holders
• Ensure adherence to customer security and compliance requirements
• Ensures that the team adheres to business etiquette
• Ensure stated productivity requirements are met for the engagement
Project/Process
• Review CSAT feedback and ensure timely implementation of corrective actions
• Ensure effective floor and critical situation management
• Responsible for timely resolution of high impact situations
• Responsible for management of critical and complex changes where applicable
• Coordinate with resolver groups, vendors/carriers
• Provide inputs to FAQ database / KR / contribute towards updating knowledge assets
• Ensure on time delivery of the status or shift hand over report and responding to mails/requests on time
• Initiate and drive continuous service improvement plans (CSI)
• Responsible for optimum resource planning
Team/People
• Contribute to and participate proactively in knowledge sharing sessions
• Act as a buddy for new hires
• Responsible for Performance management and career development and retention of the team members
• Responsible for driving Reward & Recognition and employee engagement
• Review technical expertise of associates, Identify skill gap and initiate appropriate learning & training programs
Organization
• Adherence to Organizational policies and processes (including Cognizant’s security policies, LP, timesheets etc)
• Participate in recruitment drives
• Ensure team contributes and participates in all organizational technology events and knowledge sharing forums
V. Degree of independence
• Requires periodic supervision and direction from delivery manager
• Decisions on staffing & resourcing for the project by right skilling & right sizing
VI. Team management responsibilities
• Responsible for performance management , career progression and development of the team
• Responsible for driving Reward & Recognition and employee engagement
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