Opening For Service Delivery Manager (sdm) - Music Industry
- Cognizant
- 12 - 20 years
- Hyderabad
- 15 days ago
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Job Description
Service Delivery Manager (SDM) Contact Center Location: Hyderabad, Telangana, India Employment Type: Full Time | 24/7 Rotational Shifts | Work from Office Band / Designation: Service Delivery Manager Role Overview The Service Delivery Manager (SDM) is responsible for overall program delivery, governance, and client success across multiple sites for digital media operation workflows (voice, chat, email). The SDM is expected to ensure contractual SLA adherence, financial stewardship, risk management, and strategic improvements, aligning delivery outcomes to Cognizant and client objectives. Key Responsibilities Own end-to-end service delivery for the account/process and act as the primary client interface. Lead governance: cadence calls, weekly/monthly reviews, QBRs; present performance, risks, and improvement plans. Drive KPI attainment and predictive risk management using dashboards and analytics. Oversee WFM (capacity planning, forecasting, scheduling) and optimize cost-to-serve. Manage financials: revenue/margin, productivity levers, penalties avoidance, change requests. Champion VOC and process improvements; implement process reengineering and automation opportunities. Ensure compliance with regulatory, InfoSec, and audit requirements; maintain audit readiness. Lead transitions/ramp-ups and pilot-to-steady-state stabilization; manage SOW and change controls. Mentor Team Managers/TLs; build succession pipeline and engagement strategies. Creating reporting and presentations to connect with internal and external stakeholders. Operational/KPI & Governance Contractual SLAs: Capacity, AHT, TAT, CSAT/NPS, Quality, Compliance, Productivity, Utilization Forecast accuracy, staffing, schedule adherence, shrinkage Attrition, engagement scores, training effectiveness, nesting success Financial KPIs: revenue realization, margin, cost per contact, productivity Required Experience & Skills 3-4 Experience working in the Music Industry and excellent understanding of streaming platforms 1014 years in BPO operations with 46 years in delivery/program management. Demonstrated client-facing governance experience and executive communication. Strong analytical skills; proficiency in Excel/Power BI and operations analytics. Working knowledge of telephony/CRM ecosystems, WFM, and quality frameworks (COPC/Lean Six Sigma preferred). C1 English for voice programs; ability to operate in global, 24/7 environments. Shift Requirements Flexible for 24/7 operations; may require late evening/night governance with global stakeholders. Work From Office Cognizant Competencies St+A27:A35rategic Delivery Leadership | Financial & Risk Management | Client Partnership | Continuous Improvement | Compliance Discipline
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Hyderabad
Keyskills: BPO Customer Support Music
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