Service Delivery Manager

Title: Service Delivery Manager

Practice - CIS - Cloud, Infrastructure, and Security Services

About Cloud Infrastructure & Security Services: Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about embracing digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the rapidly evolving needs of the digital era. Our holistic approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to run the business in a secure environment.

Location: Bridgewater, NJ (Onsite)

Job Summary:

The Regional Service Manager is responsible for overseeing and optimizing service delivery within a designated geographic region for a healthcare customer. This role requires a strong blend of strategic planning, operational execution, and customer relationship management to ensure the highest level of service quality and customer satisfaction.

Responsibilities:

• Service Delivery:
• Develop and perform regional service strategies aligned with overall organizational goals.
• Oversee the performance of service teams, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Monitor service delivery metrics and recognize opportunities for improvement.
• Implement corrective actions to address service-related issues and prevent recurrence.
• Manage service acceleration processes and ensure timely resolution of critical incidents.
• Customer Relationship Management:
• Build and maintain strong relationships with key stakeholders within the healthcare customer organization.
• Proactively recognize customer needs and develop solutions to meet their expectations.
• Collaborate with sales and account management teams to ensure seamless customer experience.
• Conduct regular customer satisfaction surveys and implement feedback to improve service delivery.
• Team Management:
• Recruit, hire, and develop performing service team.
• Provide ongoing training and development opportunities for team members.
• Set clear performance expectations and provide regular feedback.
• Foster a positive and collaborative work environment.
• Financial Management:
• Develop and manage the regional service budget.
• Monitor service costs and recognize opportunities for cost reduction.
• Ensure optimal utilization of resources.
• Operational Excellence:
• Implement and maintain service delivery processes and procedures.
• Ensure compliance with regulatory requirements and industry standards.
• Recognize and implement process improvements to enhance efficiency and effectiveness.
• Collaborate with other departments to support service delivery initiatives.

Qualifications:

• Bachelor's degree in healthcare administration, business administration, or related field.
• Minimum of 5 years of experience in healthcare service management.
• Proven track record of managing and developing performing teams in a healthcare environment involving manufacturing and Lab support
• Experience in supporting overall manufacturing systems and IT devices.
• Familiarity with manufacturing, lab and Data Center IT equipment
• Manage IT Asset lifecycle management for the location/region
• Knowledge / Understanding of GMP and GxP.

Salary and Other Compensation:

Applications will be accepted until 08/30/2024.

The annual salary for this position is between $110, 000 - $120,000 depending on the experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program and stock awards, based on performance and is subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 345,000 associates around the world.
• We don't just dream of a better way - we make it happen.
• We take care of our people, clients, company, communities and climate by doing what's right.
• We foster an innovative environment where you can build the career path that's right for you.

About us:
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, helping organizations modernize technology, reimagine processes and transform experiences so they stay ahead in a fast-changing world.

Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.