Praca uszczęśliwia Service Delivery Manager

Service Delivery Manager

Kraków

Work Model- 100% from the Office

Role Overview
In this high-impact leadership role, you will drive the success of service delivery operations by ensuring strong client relationships, operational excellence, and continuous improvement. You will lead service delivery in a dynamic environment, enabling effective coordination across teams, stakeholders, and business objectives. You will oversee project performance, guide managerial teams, and uphold high service standards through effective governance, data-driven insights, and proactive risk management. Additionally, you will support decision-making, foster a high-performance culture, and enable teams to consistently achieve organizational goals. You will play a pivotal role in integrating AI-driven efficiencies into our delivery workflows, leveraging cutting-edge tools to optimize operational output.

Key Responsibilities

Ensure successful service delivery by establishing robust process controls to consistently meet and exceed all SLAs and KPIs.
Monitor the overall functioning of processes and performance of services. Conduct deep dives and Root Cause Analysis to provide detailed explanations and action plans for any out-of-target KPIs.
Identify operational bottlenecks and improvement areas, implementing adequate measures to maximize customer satisfaction, quality, and efficiency.
Administer scheduling systems, manage staffing, coverage, and optimize overall utilization percentages across the project.
Act as the primary point of contact to build an excellent rapport with key client staff and collaborate with senior management on client account management and growth.
Generate comprehensive reports and dashboards to appraise management of process operations. Sponsor and conduct regular governance checkpoints, status meetings, and service delivery reviews.
Build and maintain strong relationships with peers at middle/senior management levels across multiple units within the organization to facilitate seamless team workflow.
Provide strategic direction for Team Managers and project teams across all project phases, ensuring project profitability and effective Change Management.
Manage the seamless transition of new services or processes by mapping client requirements and developing/implementing workflows in line with pre-set guidelines.
Coordinate projects, process improvement strategies, and methodologies to ensure maximum operational efficiency.
Drive AI adoption within the team by identifying opportunities to embed AI tools into daily operations to enhance productivity and service quality.
Actively participate in the development, testing, and refinement of AI agents, providing feedback to technical teams to improve agent performance and alignment with business goals.
Collaborate with cross-functional teams to translate complex business needs into AI-driven solutions, utilizing industry-standard development environments to iterate on prompt engineering and model behavior.
Lead the hiring and onboarding strategies to attract, select, and integrate top talent into the operational ecosystem seamlessly.
Communicate job expectations, plan, monitor, appraise, and review job contributions while strictly enforcing company policies and procedures.

Job Requirements & Qualifications

Bachelor’s or Master’s degree, preferably in GIS or a related managerial field.
Minimum 10 years of professional experience, with at least 5 years dedicated to managing successful teams and complex projects.
Experience in Operations Delivery, Team Management, and Client Relationship Management.
Advanced proficiency in Google Workspace products (Gmail, Calendar, Drive, Docs, Spreadsheets) and standard MS Office tools (Excel macros, VLOOKUPs, Pivot Tables, and charts) is a plus.
Demonstrated experience in working with generative AI tools to drive operational efficiency.
Hands-on experience with generative AI development platforms, including the ability to experiment with, evaluate, and refine AI models.
Proven capability to understand, oversee, and optimize the lifecycle of AI agents, from initial deployment to iterative improvement and maintenance.
Proven experience in managing project lifecycles, change management, and operational transitions.
Proven experience in managing large teams (over 50).
Experience in team performance management.
Ability to maintain and analyze large data sets efficiently to undertake program-level action plans toward quality and efficiency improvements.
Comfortable dealing with a rapidly evolving, fast-paced, and deadline-driven environment; possesses a strong work ethic to "get things done and make things happen."
Strong analytical and logical reasoning, excellent presentation and mass communication skills, risk analysis/mitigation capabilities, and a sharp attention to detail.
Fluency in English with excellent written, verbal, and reading comprehension skills

About our Candidate Privacy Statement: https://www.cognizant.com/careers_resources/Cognizant_Candidate_Privacy_Statement_English_version.pdf

Prosimy o dopisanie klauzuli: Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w mojej ofercie pracy dla potrzeb niezbędnych do realizacji procesu rekrutacji (zgodnie z Ustawą z dnia 29.08.1997 r. o Ochronie Danych Osobowych; tekst jednolity Dz. U. z 2016 r. poz. 922 z późn. zm.). Jednocześnie oświadczam, że zostałem/am poinformowany/a o dobrowolności podania danych osobowych oraz prawie dostępu do treści swoich danych i ich poprawiania.

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