Senior Manager – Delivery Excellence

at  Cognizant

What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating many opportunities for people like YOU — people with an entrepreneurial spirit who want to make a difference in this world.
At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world’s leading companies and help them become more flexible, more innovative, and successful. Moreover, this is your chance to be part of the success story.

POSITION SUMMARY:

The DEx Enabler for the assigned portfolio will be responsible for:

• Steering the customization and implementation of DEx strategy for the assigned portfolio, aligning to delivery leaders and other stakeholder’s expectations
• Driving the implementation of best in class, mature, delivery practices, tools, standards, models and frameworks across the assigned portfolio - aligning to the delivery context
• Facilitating the overall delivery governance and performance reporting across services for applicable projects, programs and portfolios
• Engaging across DEx, and with delivery stakeholders, to improve delivery performance through the effective adoption of DEx levers and parameters
• Supporting the DEx Deliverability Assessment (DA) team to schedule and conduct DAs for applicable deals before deal submission and ensuring the effective closure of DA risks and findings
• Reviewing contracts before sign-off, identifying key critical contractual commitments, enabling compliance tracking of those commitments and highlighting any issues or risks as early as possible to stakeholders
• Driving effective risk management practices across the portfolio, including early risk identification, mitigation and reporting
• Acting as a champion for the implementation of appropriate, tool-based, Product and Service Quality (PSQ) assurance frameworks to help ensure first-time-right PSQ for the assigned portfolio
• Driving timely implementation of DEx interventions (reviews or assessments etc.) across applicable projects, programs and portfolios
• Enhancing the capability and performance of accounts through DEx training and enablement programs
• Enabling the effective closure of external or internal assessment findings by delivery teams
• Conduction Root Cause Analysis (RCA) along with Corrective and Preventive Actions (CAPA) Failure Modes and Effects Analysis (FMEA)
• Facilitating the identification of Debt Analysis or Automation use cases •
• Supporting account or project teams during customer visits, audits and other customer events
• Fronting DEx capability presentations to clients addressing client-specific requirements as an independent team
• Driving a management-by-metrics culture across the assigned portfolio
• Evangelizing Knowledge Management across the portfolio
• Identifying and facilitating Continuous Improvement and Innovation focusing on customer-facing themes and ideas
• Engaging with delivery and DEx stakeholders to identify and drive delivery transformation themes
• Review and optimize processes in use by Application Dev or Support processes

MANDATORY SKILLS:

• Experience in the Information Technology with sound experience in Quality Management, Transformation consultant, end to end Software Development Life Cycle in Application Development, Application Maintenance, Production support, Application Documentation and Testing projects.
• Experience in supporting the role of Delivery Excellence lead of region for 5+ years
• Experience in Contract/ SoW management
• Experience in Risk management
• Experience in handling industry certification for region delivery centers such as ISO 9001:2015, ISO 42001, CMMI L5, ISO 27001.
• DEx experience as a lead (M) or experience as a delivery manager (SM+)
• Technical experience or exposure in an application development or maintenance or modernization or testing or services projects or enterprise application solutions or package solutions or COTS products and System Integration
• Exposure to delivering projects using Hybrid Agile or Agile or DevOps is mandatory
• Experience in coding will be desirable
• Usage or understanding of tools like SonarQube or equivalent is MUST
• Experience of driving automation usage in large AVM projects will be desirable
• Ability to interpret data and take decisions based on delivery performance metrics
• Competence in working effectively with cross-functional teams
• Good communication and interpersonal skills
• A team player who interacts well with others and maintains trustworthy relationships
• A quality management focus with exposure to CMMI or LEAN or Six Sigma or ITIL or KANBAN or SCRUM or ISO or PMP or Prince2
• Professional certifications in project management or program management or agile or SAFe or DevOps or DevSecOps etc.
• The confidence and gravitas to interact and engage with senior leadership and clients
• Good written and spoken communication skills
• An ability to adapt to changing requirements and dynamic cross functional teams
• Ability to deliver Insight Presentations in an informative and engaging manner
• Experience in customer facing roles would be an advantage

DUTIES AND RESPONSIBILITIES:

• Facilitate implementation of Delivery Excellence (DE) process and levers across all engagements in Australia
• Responsible for managing delivery risks, dousing customer escalations, transforming customer relationships, consulting for high quality delivery
• Improve the Delivery maturity / customer profitability/ CR monetization
• Drive Continual service improvement (CSI) in all accounts in Australia & help accounts to showcase value-adds to client
• Prevent Escalations/ Surprise escalations, handling customer dissatisfaction and reviving relationships
• Establishing Risk Management councils
• Managing the certification Journey - ISO 9001:2015, ISO 42001, CMMI Level 5
• Provide holistic view of Geography, Country & respective account performance to Australia Geo leadership team
• Provide support to business development activities like RFP, Due diligence and Customer advocacy
• Facilitate adoption of service line specific best practices in Australia.
• Support towards regulation and compliance requirement like enablement on PDPA, FSA clauses
• Work with platform / tools team for on boarding the country wise engagements on platforms such as swift ALM / Digite and customize processes, metrics to suit the business needs.
• Participate in delivery readiness review with project team and drive Go/No Go reviews
• Assess and managing risks associated with projects across the account in the country & appraise the country leadership team, Identify and report country specific risks within the service line at an engagement level and do a causal analysis
• Provide support on region level activities pertaining to DE process implementation
• Guides and motivates the team to nurture and develop process culture across service lines within the account/BU
• Influence & collaborate with delivery team at an account level to create buy-in for key decisions and ideas
• Leads initiatives, creates and implements plans to build capability of teams and individuals to meet future business needs within the account
• Fosters a climate of openness to ensure the free flow of ideas and information between DE associates working across multiple horizontals & verticals within the same account.
• Manage the Delivery Excellence Business Units (BU) Level responsibilities spread across horizontal & vertical teams.
• Coordinate with other APAC leads and implement the best practices.
• Driving initiatives across cross-functional teams.
• Lead, Guide & mentor the reportees operating within the Geo.
• Manage country level teams & share periodic updates of country / geo performance to Global Delivery Excellence (DE) Head.
• Support Government sector projects in the country.
  Salary Range: >$100,000

The DEx Enabler for the assigned portfolio will be responsible for:

• Steering the customization and implementation of DEx strategy for the assigned portfolio, aligning to delivery leaders and other stakeholder’s expectations
• Driving the implementation of best in class, mature, delivery practices, tools, standards, models and frameworks across the assigned portfolio - aligning to the delivery context
• Facilitating the overall delivery governance and performance reporting across services for applicable projects, programs and portfolios
• Engaging across DEx, and with delivery stakeholders, to improve delivery performance through the effective adoption of DEx levers and parameters
• Supporting the DEx Deliverability Assessment (DA) team to schedule and conduct DAs for applicable deals before deal submission and ensuring the effective closure of DA risks and findings
• Reviewing contracts before sign-off, identifying key critical contractual commitments, enabling compliance tracking of those commitments and highlighting any issues or risks as early as possible to stakeholders
• Driving effective risk management practices across the portfolio, including early risk identification, mitigation and reporting
• Acting as a champion for the implementation of appropriate, tool-based, Product and Service Quality (PSQ) assurance frameworks to help ensure first-time-right PSQ for the assigned portfolio
• Driving timely implementation of DEx interventions (reviews or assessments etc.) across applicable projects, programs and portfolios
• Enhancing the capability and performance of accounts through DEx training and enablement programs
• Enabling the effective closure of external or internal assessment findings by delivery teams
• Conduction Root Cause Analysis (RCA) along with Corrective and Preventive Actions (CAPA) Failure Modes and Effects Analysis (FMEA)
• Facilitating the identification of Debt Analysis or Automation use cases •
• Supporting account or project teams during customer visits, audits and other customer events
• Fronting DEx capability presentations to clients addressing client-specific requirements as an independent team
• Driving a management-by-metrics culture across the assigned portfolio
• Evangelizing Knowledge Management across the portfolio
• Identifying and facilitating Continuous Improvement and Innovation focusing on customer-facing themes and ideas
• Engaging with delivery and DEx stakeholders to identify and drive delivery transformation themes
• Review and optimize processes in use by Application Dev or Support processe