Service Delivery Manager/ Lead at Cognizant - Thailand

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Full Time

Start Date

Immediate

Expiry Date

01 Apr, 26

Salary

141500.0

Posted On

01 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery Management, Customer Satisfaction, Cross-functional Collaboration, Performance Metrics, Compliance, Customer Feedback, Training and Support, Service Trends Analysis, Operational Excellence, Customer-centric Culture, Digital Commerce, A/B Testing, Site Optimization, Communication Skills, Interpersonal Skills, Technology Integration

Industry

IT Services and IT Consulting

Description

Cognizant’s Digital Engineering practice is seeking a highly qualified Service Delivery Manager / Lead with experience developing and building high-performing, scalable, enterprise applications. You will be part of a digital software team that works on high-demand applications. Our engineers have a passion for high-quality, reliable and maintainable code. You will work side by side with product managers, designers, and clients, making decisions together in order to quickly deliver valuable working software to clients and their users. Our engineers are agile and retrospective, and not afraid to identify what we’re doing wrong, so we can fix it, and what we’re doing right, so we can improve on it. Above all, we judge success by the success of our team and the happiness of our customers. Cognizant Digital Engineering If you’re like us, you’ve got big ideas. At Cognizant, we’re exploring new ideas every day. We help industry leading companies reinvent their business models and innovate products that create new value—by connecting people with things, insights and experiences. Cognizant digital engineering designs, engineers and delivers digital products and experiences that drive digital-first business models. We offer the most comprehensive digital engineering expertise and client-centric methodology for sustainable innovation. Location New Jersey You must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future. Cognizant will not sponsor H-1B or other U.S. work authorization for this role. Job Summary Looking for a Customer Success Lead with strong track record in delivering tangible business value (revenue engagement) for flights travel and lifestyle products including the Tripadvisor app. Applicant should have 12+ years of digital commerce experience leading global digital merchandising strategy for the high-growth online Experiences Rewards Homepage and App divisions leading A/B tests and site optimizations Responsibilities Manage and optimize customer service operations to ensure high-quality service delivery. Collaborate with cross-functional teams to align service strategies with business objectives. Develop and implement service delivery plans that enhance customer satisfaction and loyalty. Monitor service performance metrics and identify areas for improvement. Ensure compliance with company policies and industry standards in all service delivery activities. Facilitate effective communication between customers and service teams to resolve issues promptly. Utilize customer feedback to drive continuous improvement in service delivery processes. Coordinate with technology teams to integrate innovative solutions into service operations. Provide training and support to service teams to enhance their skills and performance. Analyze service trends and prepare reports for senior management to inform strategic decisions. Implement best practices in customer service management to achieve operational excellence. Drive initiatives that improve service efficiency and reduce operational costs. Foster a customer-centric culture within the service delivery team. Qualifications Possess a strong background in customer service management with over 12 years of experience. Demonstrate expertise in developing and executing service delivery strategies. Have a proven track record of enhancing customer satisfaction through effective service management. Show proficiency in analyzing service metrics and implementing improvements. Exhibit excellent communication and interpersonal skills to manage customer relationships. Display ability to work in a hybrid work model balancing remote and in-office tasks. Hold a bachelors degree in business administration or a related field. Be adept at using technology to streamline service operations and improve efficiency. The annual salary for this position is between $114,000 - $141,500 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans. Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements: · Medical/Dental/Vision/Life Insurance · Paid holidays plus Paid Time Off · 401(k) plan and contributions · Long-term/Short-term Disability · Paid Parental Leave · Employee Stock Purchase Plan Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. Travel: 0-5%25 Why Choose Cognizant? It takes a lot to succeed in today’s fast-paced market, and Cognizant Technology Solutions has become a leader in the industry. We love big ideas and even bigger dreams! We stand out because we put human experiences at the core. Our associates enjoy robust benefits and training opportunities from our industry-recognized, award-winning Academy team. You will have access to hundreds of technical trainings to keep your skillsets fresh and have opportunities to acquire certifications on the newest technologies. Everything we do at Cognizant we do with passion—for our clients (fortune 100 companies), our communities, and our organization. It’s the defining attribute that we look for in our people. If you love ambiguity, excited by change, and excel through autonomy, we’d love to hear from you! About Cognizant Digital Engineering Well-designed software transcends digital technology, going beyond the fulfillment of basic requirements to focus instead on human needs. Within Cognizant Digital Engineering, we help clients develop software products that transform human insights into tangible, production-ready digital solutions. We also work with our clients to scale their native cloud applications. Using insights from the lived experiences of our consumers, we seamlessly replace traditional service strategies with engaging, precise, and direct digital applications. Designing phenomenal software is vital to success in the digital economy—and we understand that a human-centric approach is key to this design. www.cognizant.com NASDAQ: CTSH #LI-VB1

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Responsibilities

Manage and optimize customer service operations to ensure high-quality service delivery. Collaborate with cross-functional teams to align service strategies with business objectives.