Assoc. Director - End User Services Delivery Assoc. Director - End User Services Delivery …

Cognizant
in Newport Beach, CA, United States
Permanent, Full time
Be the first to apply
Competitive
Cognizant
in Newport Beach, CA, United States
Permanent, Full time
Be the first to apply
Competitive
Assoc. Director - End User Services Delivery

End User Services Delivery Manager

Thisrole is the delivery leader of End User Services which includes Service Desk,User Access Management, and Desk Side Support. The successful candidate shouldbe able to:

• Display extreme ownership and is the clearface of End User Services (EUS). There would be no question to client associates who is the EUS leader.
• Partner with Customer-side EUC leaders andbring improvements to the client.
• Be very proactive and come up with plans tofix issues and nullify challenges for the future. Should be constantly sharinga plan for how they are going to improve the service - not just words - butclear actions.
• Build a rock-solid escalation process. Isconstantly improving/tweaking it to ensure it is meeting the needs of the endusers.
• Build relationships within the business
• Understand what excellent EUS delivery lookslike
• Provide gaps in the estate and direct clientas to how services can be improved
• Assess the estate and provide transformationthemes, how end user experience can be improved with simplified and qualitativeservices.
• Work from Home until the current Covidsituation has subsided.


Business / Customer:
- Workclosely with account management/vertical team for customer satisfaction.
- Workclosely with internal stakeholders and customer to ensure proper alignment tobusiness objectives.
-Ensure that customers and internal business stakeholders are kept informedabout the current status and development of the Engagement / Project in atransparent / proactive manner.
-Establish robust governance and ensure compliance.
-Adhere to SLA compliance and delivery of project status/SLA reports.
-Identify initiate and implement continual service improvement andtransformation plans.
-Ensure data integrity and quality reporting.
-Proactive Risk Management.

Project/Process:
-Adherence to process compliance based on organization/client standardsframeworks and tools.
-Ensure that all teams comply with processes as part of service delivery.
-Ensure that responsibilities related to administration are met by the Leads(such as time sheets shifts weekly reviews).
-Responsible for Operational aspects of Project Administration (for example:ESA).
-Ensure effective change control policies are in place.
-Ensure availability of required infrastructure for efficient delivery.
-Responsible for optimum resource planning and management.
- Setupregular customer meeting for project / engagement updates based on theGovernance plan.
-Ensure optimum staffing in the project.
- Ensureoperational rigor on the floor.
-Rigorous implementation of critisit change mgmt. and escalation mgmt. -processes.

People / Team:
-Responsible for creation and implementation of learning plans and skillupgrade.
-Responsible for Performance management and career development of the teammembers.
-Responsible for driving Reward & Recognition and employee engagement.
-Encourage Team to contribute and participate in training programs.

Organization:
-Participant in business development activities like RFPs/Bids (solutionvalidation and deliverability assessment) customer walkthroughs etc.
- Driveorganizational initiatives through effective communication with the team.
-Participate in recruitment programs (Campus and lateral).
-Participate in any academy knowledge sharing and innovation ideas.
-Comply with practice/organization defined timelines for various initiatives.
-Desktop Engineering - SCCM

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