Workday, Senior Manager Service Delivery

The Senior Manager, Service Delivery, is accountable for achieving operational/financial metrics and overall business results for postproduction clients. They ensure that operational policies are followed and that business lead the service delivery team, ensuring Service Delivery Managers achieve revenue and client satisfaction objectives are achieved, by focusing on best practice and continuous improvement. This role is accountable for managing, increasing and retaining the post revenue stream, including supporting postproduction opportunities, supporting the sales team on opportunities for growing the revenue stream.

Key Responsibilities:

Client and Project Accountabilities:
• Achieve overall postproduction revenue and client satisfaction goals
• Ensure projects are forecasted appropriately
• Assist in defining and implementing “best practice” delivery, including templates, work plans, methodologies
• Lead client meetings or facilitated strategy sessions to analyze processes, and recommend improvements, and identify opportunities for further growth
• 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 Post Production of assigned clients.
• Maintain high client satisfaction by ensuring agreed services are delivered against service level agreements.

People Development:

• Builds a strong culture of accountability and high performance

• Train and develop the team to ensure the required skills and experience

• Sets clear expectations for team members, regularly reviewing tracking to goals, activity targets, and client satisfaction metrics. Providing effective performance management as required

Duties and Tasks:

• Balance appropriate resource utilization with profitability and growth
• Lead and own client service delivery aligning to a quality framework.

• Maintain and leverage technical, industry and competitor knowledge which aligns specifically with postproduction support.

• Drive maximum billability for the postproduction tea while balancing profitability, client satisfaction and team engagement/retention

• 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 client organization, developing executive and C-level client relationships

• Identify and help close opportunities with existing and new clients

• Measures client satisfaction, identifying initiatives and strategies to increase client satisfaction

• Ensure team alignment with global practice and corporate goals and strategic initiatives

Education and Experience

• Bachelor’s degree preferred or equivalent work experience

• Previous Workday experience strongly preferred but not required.

• 10 years of experience in managed services leading a team of Service Delivery Managers and working closely with an offshore delivery team

• 10 years of experience in the ERP space (HCM, Finance, or Payroll)

• A practitioner background in HR, Finance, or Payroll is a plus.

• Experience with offshore/onshore methodology and relevant quality frameworks

• 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 multi-tasking skills

• Experience in Microsoft Office (Word, PowerPoint, Excel, OneNote). Salesforce experience preferred, but not required.

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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.