Job Function
Financial Services
Description
Job Responsibilities- Work within a highly focused, dynamic, and agile division centered on customer principles and deliverables.
- Ensure overall delivery and customer satisfaction, independently managing a program portfolio of 100+ Cognizant personnel (75% offshore).
- Act as the customer SPOC from Cognizant, accountable for delivery across multiple projects-timelines, deliverables, budgets, SLAs, and operational metrics.
- Build and manage relationships with multiple client stakeholders, handling expectations and driving efficiencies.
- Be hands-on with day-to-day operations, possessing strong technical and functional knowledge to explain business problems internally and cascade information clearly.
- Understand client strategies, tactics, and competitive landscape, along with key business drivers.
- Track and report SLAs, metrics, and other critical hygiene factors impacting engagement.
- Handle customer and internal escalations tactically across project teams and horizontals.
- Report to internal senior management on engagement performance across delivery, bid management, staffing, financials, and operations.
- 8+ years of IT experience.
- Proven experience managing large and complex support engagements.
- PMP or equivalent certification, with hands-on ITIL and ITSM delivery experience.
- Retail industry knowledge.
Job ID: 80946001
