Job Summary

Service Delivery Manager - Pharma Company

  • Location:
    Waltham, Massachusetts
  • Job reference:
  • Category:
    IT Management
  • Contract Type:

Primary Responsibility
• Main point of contact working closely with Cognizant and internal IT Owners for any negative business feedback or issues that require facilitation across towers and proactive communication to DPx business owners for continuous improvement.
• Support the DPx Global Service Desk Manager to ensure Cognizant Service Desk delivery to DPx clients meet the established Service Level Agreements (SLAs).
• Support the DPx IT resources and Cognizant DPx business contacts in support of any P1 (High Severity) outage occurrences and provide timely communication to the DPx business contacts.
• Work with DPx Global Service Desk Manager and Cognizant Service Desk lead to: (a) review root cause analysis, (b) identify corrective actions, (c) provide feedback to DPx business contacts, and (d) audit repeatable issue occurrence.
• Awareness and visibility on Cognizant projects and initiatives being worked to provide timely updates to the DPx business contacts.
• Support the DPx Global Service Desk Manager and Cognizant for the maintenance and updates of the global IT service catalog.
• Support Cognizant when SLA excursions warrant immediate response and meet with DPx business contacts proactively to assess current service delivery.
• Solicit customer feedback on a frequent basis from across towers and regions and translate responses into process improvements with summary reports for review.
• Support the DPx Global Service Desk Manager in reviewing weekly/monthly SLA performance reports and provide feedback to IT Tower Director on areas of opportunities and growth.
Demand Management Support
• Support the Demand Management process to confirm scope, timing, user requirements and pre-approval for any project requests with proactive communication to the DPx business contacts.
• Partner with Cognizant Demand Management Lead and the regional project champion on project initiation and closure activities providing proactive communication with DPx business contacts.
• Support DPx IT Create Demand teams on “Can I / What if” exploratory proposals with proactive communication with DPx business contacts.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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