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*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