.We're hiring! At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant! We have an exciting opportunity for an exceptional individual to work supporting one of our clients as a Delivery Manager Required Skills: · +6 years of experience leading Service Desk operations · Advanced Knowledge in Windows Front-End Environment (Win10, Mac) · Advanced Knowledge with Ticketing System Tool (i.E., Service Now, BMC, etc.) · Advanced Knowledge with ITIL Framework (IM, SR, and PM) · Good Knowledge in Servers and Networking. · Strong Knowledge with PC Hardware Structure Devices · Strong Follow-Up skills (Deliveries, Calls Back, escalation, RCA) · Strong experience with operational risk management. · Advanced Customer Experience skills · High capacity to analyze and synthesize · Advanced Knowledge in Service Desk Best Practices and methodologies. · Outstanding organizational and leadership skills with problem-solving ability · Outstanding communication and interpersonal skills · English Fluent · Outstanding understanding in Service Desk SLA and KPI's Activities to Perform: · Develop objectives for the day-to-day activities · Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.) · Collect and analyze service desk statistics (SLA trends, operational costs, ticket/contact Pareto sales rates.) · Attend and resolve project escalations · Implement process improvements projects to impact operational and financial effectiveness. · Validate all project activities are aligned to the SOW. · Interview and hire new team members. · Evaluate team's performance with key metrics (FCR, FLR, AHT, ASA, ticket response/resolution times, backlog, etc.) · Responsible for developing and implementing Service Desk operational best practices · Responsible for developing new automation processes. · Responsible for having all project documentation according to business guidelines. · Develop career plans to support agents. · Responsible for the mobility/growth of the team. · Hire, coach, and provide training to personnel to maintain high customer service standards · Develop team member agent's profiles. · Responsible for new scope or project transition and stabilization. · Inform operational Results to senior management through executive reports
