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Director of North America Delivery Assurance, Microsoft Busi

Company: Cognizant
Location: Teaneck
Posted on: April 8, 2021

Job Description:

Covid-19 update: To keep you and our employees safe, we're making changes to our job postings and hiring process. Learn more Director of North America Delivery Assurance, Microsoft Business Group Teaneck, New Jersey, United States Job ID: 00042099321 Director, North America Delivery Assurance Lead, Microsoft Business Group 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's Microsoft Business Group (MBG) has an opportunity to join us as a thought leader as the North America Delivery Assurance Lead responsible for the overall health and vitality of our client delivery portfolio to deliver transformational Professional Services and cloud-based Managed Services to clients across all industries. The Delivery Assurance Lead works in partnership with regional leadership to oversee a select number of strategic client engagements that require extra attention in the latter stages of the sales process and/or periodic quality reviews throughout the lifecycle of the engagement. The Delivery Assurance Lead is also responsible for developing and evolving MBG standards, tools and templates for delivering high-quality client engagements, and running quality assurance programs in coordination with the Cognizant Delivery Excellence team. In addition, the Delivery Assurance Lead manages the North America customer satisfaction program, sets the cadence and strategy for benchmark surveys (NPS) and directly intervenes to lead remediation efforts as required. Responsibilities:

  • Establish and/or evolve standards for delivery management, including creation/maintenance of templates, tools implementation, documenting best practices (e.g. status reporting, quality assurance, etc.) and enhancing delivery methodology--
  • Establish continuous improvement feedback mechanisms for peer feedback and sharing, capturing best practices and reusable assets, and improving delivery quality through self-improvement initiatives--
  • Facilitate and coordinate the process reengineering team in the continuous improvement and maintenance of methodology documentation--
  • In coordination with Regional Delivery Management Leads (RDMLs), improve the capability and maturity of the regional Project Managers and Service Delivery Managers over time through training programs, coaching and targeted hiring--
  • Serve as a senior subject matter expert and/or escalation point when a client delivery situation cannot be solved within the region
  • Delivery Assurance Lead should strive for personal utilization of 25% through a combination of pre-sales/SME support, quality assurance activities, or other senior level Delivery Management support for customer projects/services
  • Provide guidance and framework around customer satisfaction surveys and best practices for intervention and remediation
  • Establish and evolve a formal quality assurance framework/program--
  • Ensure Adherence to Cognizant Client Information Security policies
  • Sitting member of the Global Center of Excellence for Delivery Management Key Metrics (balanced scorecard):
    • Revenue
    • Profit Contribution
    • Sold vs. Delivery Gross Margin
    • NPS improvement
    • Other operating metrics Professional Qualifications and Skills
      • 15+ years of project management experience within the IT project field--
      • BA/BS degree or equivalent desired--
      • Ability to apply proven project management methodologies and practices, including: IT Implementation (e.g. CMM and CMMI), IT Service delivery and Support (e.g. ITIL Foundation), or Project Management fundamentals (e.g. PMI or equivalent)--
      • Strong customer service orientation and ability to face-off with C-level executives
      • Demonstrated understanding of delivery management as a strategic asset, a basis for continuous improvement and the role of driving organizational maturity in an evolving environment--
      • Strong interpersonal and communication abilities, and ability to operate successfully within a matrixed organizational structure
      • Supervisory experience and/or program management of teams--
      • Strong analytical and critical problem solving--skills
      • Attention to detail in both administrative and project/program activities--
      • Travel up to 30% required Location: United States; Remote Open to Travel: Yes 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 is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to demonstrate the leadership, loyalty, integrity, and commitment to quality instilled in them through participation in military service. Cognizant is an equal opportunity employer provider, and we are committed to creating a diverse environment. Cognizant considers all applicants without regard to race, creed, color, national origin, ancestry, age, and marital status, disabilities, sexual orientation or preference, veteran status, or any other classification protected by state, federal, or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation Employee Status : Full Time Employee Shift : Day Job Travel : Yes, 25 % of the Time Job Posting : Apr 03 2021About CognizantCognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 194 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @USJobsCognizant. Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.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.If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information. How would you rate your experience popup Equal Employment & Affirmative Action Policy: 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. If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information. How would you rate your experience popup

Keywords: Cognizant, Paterson , Director of North America Delivery Assurance, Microsoft Busi, Executive , Teaneck, New Jersey

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