Director Of Service Delivery

About Company

Cognitus combines deep expertise with a passion for innovation to help businesses thrive in today's dynamic market. Our team of skilled consultants across 13 locations brings a wealth of experience across industries and functions, empowering our clients with tailored solutions that drive growth and maximize value. As an SAP Partner, we have access to the latest SAP technologies, tools, and resources, enabling us to deliver cutting-edge solutions that help our clients gain a competitive advantage.

Join us today to drive growth, innovation, and success across an evolving business landscape!

Inviting Applications for: Director, Service Delivery

Minimum Experience: 15+ years

Job Location: Remote or Dallas, TX or Washington, DC metro area – travel up to 50%

Job Description - Duties and Responsibilities:

The Director, Service Delivery, is responsible for leading a team of Service Delivery Managers / AMS Managers who deliver Managed Services to Cognitus clients.

The Director, Service Delivery will be responsible for executing the Service Delivery strategy, methodology and delivery models for Managed Services accounts with assigned Service Delivery Managers / AMS Managers. The role is directly responsible for the delivery quality, profitability and customer satisfaction of the work delivered to the Managed Services clients. In this role, the Service Delivery Director will lead, coach, and mentor a group of professional Service Delivery Managers / AMS Managers whose primary focus is to deliver Cognitus Managed Services with excellence. The role will train and enable the organization to provide strategic insight to clients by understanding their business outcomes and developing relationships.

The leader will have a thorough knowledge of the Cognitus Managed Services operations, Cognitus global/local solutions portfolio and industry trends. This role will be seen as a thought leader (internally and externally) as well as a change agent for transforming Managed Services client relationships.

He/She will also be responsible for ensuring that consistent standards and processes regarding Transition services, delivery management and account engagement are followed. The Director will work to continually improve how we deliver services to our clients. He/she will manage team utilization, priorities, reporting performance metrics (SLAs/KPIs), billing, service & business reviews, coordinating project and support budgets, resolving any conflicts, and communicating upcoming demand outside of the direct account team. He/she will serve as an Executive sponsor on many accounts and ensure that all strategic accounts have appropriate executive engagement and regular communications.

He/she will collaborate across the entire Cognitus organization, locally and globally, including Consulting Services, Managed Services, Solutions / Innovations and Operations. He/she will collaborate with the Sales Account Executive and Line of Business Management to develop and execute strategic account plans and goals.

Duties and Responsibilities:

1. A. Customer/Engagement Management
1. Responsible for maintaining and improving customer satisfaction and relationships.
2. Drive consistent Service Delivery Management, Quality Assurance and Operational Excellence according to both Cognitus and client policies/procedures.
3. Drive and ensure consistent customer Transition services and onboarding.
4. Document, Maintain and ensure adherence to Client Service Delivery Manual.
5. Act as senior client escalation point.
6. Manage warranty, SLA adherence and other client KPI’s.
7. Lead Monthly service reviews on account, SLA’s, financials, engagement, and personnel status.
8. Drive client roadmaps, account planning and development, QBR, and scorecards with Sales and Industry solution team. Provide internal KPI’s on revenue retention and account growth objectives.
9. Identify and drive Cross-sell / Up-Sell opportunities in coordination with Sales.
10. Manage, forecast, and sell [or influence] recurring revenue stream. Maintain high level of renewal rates and reduce churn.
11. Ensure Cognitus profitability on the account through adherence to estimates and services delivered.
12. Collaborate, locally and globally with all LOBs involved with the account.
13. Review and approve monthly invoice and billing (time and expenses).
2. B. Operational and Management Responsibilities
1. Manage, Develop and mentor a team of Service Delivery Managers / AMS Managers (up to 10 team members).
2. Accountable for proactively managing resource utilization, including scheduling, hiring, interviewing and onboarding new employees.
3. Drive successful Transition / On-boarding plans for new clients and Employees.
4. Ensure Operational Excellence for the team, including proper Quality & Governance.
5. Coordination of Management reporting (SLAs, KPIs, profitability, customer satisfaction).
6. Provide input into performance management process, including reviews.
7. Accountable for identifying and driving growth of team members (as demonstrated through promotion, training, new skill development/delivery, etc.).
8. Development plans for underperformers.
9. Role will require Utilization component of up to 50% (variable based upon team size).
10. Administrative tasks of team management like time approvals etc.
11. Identify and drive continuous improvement initiatives for the Managed Services Division.
12. Executive Support of QBR’s and Steering committee meetings for some direct report accounts.
3. C. Strategic Responsibilities
1. Assist with Sales Cycles – RFP’s, Contracts and SOW’s for assigned clients.
2. Partner with Product teams and enable the Service Delivery team on Products and Solution offerings and identify up-sell and cross-sell opportunities.
3. Develop and Expand Managed Services Solution offerings.
4. Identify and drive Service Delivery strategic and improvement initiatives.
5. Drive awareness around customer success by working cross functionally with SAP, industry and Product / Solutions Management, Marketing, Sales, Global Managed Services, and other key functions.
6. Create awareness of cross-LOB initiatives that will impact delivery of Managed Services to the client (Projects, Organizational changes, etc.).
7. Lead the Annual Customer Satisfaction Surveys.
8. Lead / Support the ISO 9001 and 27001 Audits.
9. Lead Internal Audits for Service delivery Accounts.
10. Attend, position and promote Cognitus in Industry Events, Blogs, Webinars etc – ASUG, TSIA, LinkedIn, etc.

Position Requirements/Qualifications:

1. Bachelor’s degree in information technology or related field of study.
2. 15+ years of IT experience.
3. 12+ years of SAP with support (client or supplier) experience (of which at least 5 years is Functional hands-on experience).
4. 7+ years of Service Delivery / Account Management.
5. 3+ years of Leadership experience.
6. Proven experience engaging with C Level executives.
7. Managed Services and Project scoping, estimating and planning experience.
8. Experience in Sales cycles for Application Managed Services.
9. Cross functional and SAP S/4HANA expertise with an ability to talk at a medium to high level across the entire application.
10. Experience across multiple industries and/or business functions.
11. Superior written and verbal communication skills, including a demonstrated ability to effectively deliver information at the C-suite/VP level.
12. Experience working with SAP current technologies (S/4HANA – RISE and Public Cloud, Cloud ALM) and partner products and able to learn new tools and software quickly.
13. Experience working with Global Delivery teams.

Preferred:

1. Advanced degree.
2. Project Management certification.
3. ITIL Framework understanding and knowledge, ITIL V3 Foundations Certification or higher.
4. 3+ years of Project Management experience.
5. Robust understanding of key technology and market trends.
6. Experience in Rollouts, Mergers and Acquisitions.

Benefits:

• Competitive salary package.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan.
• Generous paid time off and holidays.
• Professional development opportunities.

Cognitus is an Equal Opportunity Employer committed to diversity and creating an inclusive environment for all employees.