Service Delivery Manager

Cognizant is one of the worldu2019s leading professional services companies, we help our clients modernize technology, reinvent processes and transform experiences, so they can stay ahead in our constantly evolving world. Cognizant is looking to expand our team and your skills are needed. Are you interested? If so, please apply in order to be considered. We look forward to reviewing your application The Service delivery coordinator will assist the Support Delivery Manager in driving, managing, and improving overall delivery performance with our outsourced Delivery Partners. The SDC role serves as liaison between the various business groups and partners, including quality, training, engineering, marketing and customer service. The SDC will ensure business health, enable operational efficiency and engage with suppliers in a positive manner to help motivate and increase morale. The SDC will support regional and global projects and initiatives that impact key performance indicators. This role will report directly to a Support Delivery Manager at Microsoft. Main Responsibilities: u2022 Track, monitor, review and analyze supplier performance to ensure business health & operational efficiency u2022 Identify, track and escalate emerging issues, volume spikes, tools outages, problems with process adherence u2022 Support internal Microsoft teams and suppliers to quickly adapt to program changes impacting tools, processes, support channels (phone/chat/email/forums), etc. u2022 Create, update, document and implement projects, Knowledge Articles (KAs), training documentation, scorecards, KPIs, etc. u2022 Review Operational Metrics, RootCause, Top drivers, Escalations and ongoing/new projects and launches u2022 Host / Co-host and actively engage in weekly business reviews (WBRs), monthly business reviews (MBRs) and ad hoc meetings as required to address opportunities, emerging issues and help needed u2022 Report on overall status and impact of business relationship u2022 Create/maintain reports and PPT presentation decks as needed u2022 Proactively engage with suppliers and internal stakeholders independently and in open communication forums u2022 Track, monitor and share best practices between lines of business, locations, teams and channels u2022 Act as a positive influencer to help drive changes and maintain morale as business requirements change Required Experience: u2022 Experience in project management, with the ability to track multiple workstreams u2022 Proven organizational skills and the ability to successfully balance competing projects and priorities u2022 Excellent written and verbal communication skills u2022 Proven ability to proactively identify, analyze, and solve ambiguous problems independently with attention to detail u2022 Cross-functional group coordination and collaboration u2022 Desire and ability to learn quickly u2022 Self-starter, working effectively independently and within a team environment u2022 Detail-oriented, process-oriented, results-driven u2022 Seeks, accepts, and acts on feedback Basic Qualifications u2022 Associate degree or equivalent work experience u2022 3+ years of customer service experience preferably in Tech u2022 3+ years of Project Management experience u2022 This job is remote but must be able to work Pacific Standard Time hours Hourly Rate and Other Compensation: The annual salary for this position is between $65,000 - $72,800 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizantu2019s discretionary annual incentive program, based on performance and subject to the terms of Cognizantu2019s 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 hourly rate, 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. LA County (only): Qualified applicants with arrest and/or conviction records will be considered for employment. Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Created: 2025-12-04