Job Description
Job Title : DE Enabler
Job Summary : Delivery Excellence (DEx) is at the core of Cognizants endeavor to deliver Best#In#Class services to our clients. Through a structured approach DEx enables the adoption of best practices drives innovation improves efficiency and aims to make our delivery a sustainable competitive differentiator
Experience : 10 - 13 years
Required Skills : Technical Skills: ITIL Domain Skills:IT Consulting Analytics
Nice to have skills : Domain Skills:
Technology : Custom Service
Responsibilities : The DEx Enabler for the assigned portfolio will be responsible for: # Aligning the new or changed service with the Transition and Delivery Excellence (Quality) Framework.
Maintain effective partnerships with Delivery teams and should be able to influence Delivery to adapt and adhere to Delivery Excellence (Quality) framework # Process Deployment during the lifecycle of an engagement by facilitating in the design/development of ITSM process & strong Floor Management controls in line with Service Management standards as per QMS.
Conduct periodical process health check assessments and floor management assessments across Service Desk Infrastructure towers and Application Support to measure effectiveness of controls.
Facilitate Delivery teams to adhere to rigorous Risk Management framework Continual Service Improvement framework Customer Satisfaction Survery and Escalation Management framework for evaluating the service capability issues and Risks using identification techniques such as FMEA brainstorming interviewing SWOT Analysis encompassing both Proactive and Reactive Critical situations to meet Organizational goals.
Coach drive and monitor ISO 20000 Compliance relevant Internal quality assessments (Infrastructure & Projects) interfacing between auditors and auditees. Act as a facilitator of audits. Guide and assist Delivery teams in closing non#conformities from External and Internal Quality audits assessments.
Ensure investigations are conducted root causes identified corrective and preventive actions are established and recorded in relevant Tracking Systems for Risks Escalations SLO breaches Non
Conformities Transitions Service Delivery Problem Management and other applicable ITIL Processes.
Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information. Assist delivery teams in breaking a problem down to manageable pieces and identifying effective and timely solutions using PDCA or Lean or Six Sigma Principles
Participate in Internal and Customer governance. Assist Delivery teams meet Customer expectations and obligations by sharing good practices reusable innovations Internal and External quality standards. Drive towards achieving utmost Customer Satisfaction by implementing and managing Cognizant Infrastructure Services quality standards & practices in line with Contractual obligations
Job Location : Primary Location :INTNCHNA10(ITIND MEPZ (TBM) SDB 1 -4 SEZ) Alternate Location :NA NA Alternate Location 1 :NA NA 10. Job
Type : Manager-Delivery Excellence
