Cognizant is seeking a Service Delivery Manager (SDM) to own the end-to-end success and evolution of our Workday Application Managed Services (AMS) portfolio. In this role, you are the primary custodian of the customer relationship post-implementation. You will combine the operational rigor of a Service Delivery Manager with the strategic foresight of an Engagement Manager to ensure long-term value, high retention, and account growth.
You will be accountable for the operational and financial health of your portfolio, ensuring that Cognizant exceeds Service Level Agreements (SLAs) while simultaneously identifying opportunities to deploy new Workday features and enhancements that drive customer business results.
Key Responsibilities
Customer Success & AMS Delivery
* Strategic Account Ownership: Serve as the primary executive contact for AMS customers, ensuring their Workday investment aligns with their evolving business goals.
* SLA & Performance Governance: Oversee the delivery of services against set SLAs, using data from your Triage Project Associate to identify trends, resolve bottlenecks, and ensure "Green" account health.
* Quality Assurance: Lead Monthly and Quarterly Business Reviews (MBR/QBR), presenting performance metrics and roadmap recommendations to client C-suite stakeholders.
* Incident & Problem Oversight: Direct the triage process for complex issues, ensuring the offshore/onshore team provides Root Cause Analysis (RCA) and permanent fixes rather than just "band-aid" solutions.
Engagement Management & Growth
* Financial Stewardship: Manage the revenue stream and profitability of your portfolio. Work with your PMO Project Associate to monitor burn rates, forecast accuracy, and margin health.
* Change & Expansion Management: Act as the Engagement Manager for "Small-to-Medium" project work within your accounts. Scope enhancements, manage resource scheduling, and approve change requests (SOWs) for new modules or process improvements.
* Revenue Pull-Through: Support Sales in identifying and closing new opportunities within the existing client base to grow the Workday footprint.
Leadership & Collaborative Synergy
* Project Associate Orchestration: * Direct the PMO Project Associate to maintain the "Single Version of Truth" regarding account KPIs, budgets, and reporting.
o Direct the Triage Project Associate to ensure high-velocity ticket resolution and adherence to operational support standards.
* Team Development: Build a culture of accountability across a matrixed global delivery model, focusing on the retention of top talent and the continuous upskilling of AMS consultants.
Skills & Requirements
* 10+ years of experience in Managed Services (AMS) or ERP Consulting (HCM, Finance, or Payroll).
* Workday Expertise: Strong familiarity with the Workday ecosystem is highly preferred to lead facilitation and strategy sessions.
* Service Management Mastery: Deep understanding of ITIL best practices and experience working with global/offshore delivery models.
* Financial Acumen: Proven ability to manage project budgets, actuals, and revenue forecasting.
* Executive Presence: Exceptional client-facing skills with the ability to navigate complex organizational structures and influence executive decision-makers.
* Organizational Skills: Ability to oversee multiple concurrent workstreams, delegating tactical tasks to Project Associates while maintaining strategic control.
* Education: Bachelor's degree or equivalent; ITIL or PMP certifications are a significant plus.
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Why choose Cognizant:
* Entrepreneurial environment that welcomes your ideas
* Opportunity to do great work
* Outreach programs that support communities and tap into your volunteer spirit
* Learning opportunities to help current needs and advancement
* Global operations, with opportunities in North America, Europe and Asia Pacific
* An abundance of Affinity groups to meet your needs
Cognizant Core Values:
* Work as One: We think beyond roles, relying on each other's strengths to win as a team.
* Raise the Bar: We always aim for excellence in how we work and what we deliver.
* Dare to Innovate: We push boundaries and take chances to reimagine what's possible.
* Do the Right Thing: We all lead with integrity and always make the ethical choice.
* Own It: We own the outcomes for our company, colleagues, and community.