Description:
Position Title: Delivery Excellence Enabler
Location: Hyderabad/Coimbatore
Delivery Excellence (DEx) is at the core of Cognizant’s endeavour 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.
Roles & Responsibilities
Delivery Governance and Process Improvement:
∙Proven experience in ITIL-based infrastructure and cloud projects, encompassing the full lifecycle
from service design through transition to operations.
∙Establish and enforce delivery governance to ensure consistency, quality, and compliance.
∙Identify inefficiencies in processes and implement corrective measures to enhance delivery quality.
∙Maintain effective partnerships with Delivery teams and should be able to influence Delivery to adapt
and adhere to Delivery Excellence (Quality) framework
∙Experience in complex contract reviews and identification of gaps, if any
Risk Management and Compliance:
∙Facilitate Delivery teams to adhere to rigorous Risk Management framework.
∙Facilitate risk governance to identify potential delivery risks and security risks such as patching
vulnerability management and communicate these risks to leadership, and collaborate with the delivery
team to implement mitigation strategies.
∙Ensure all delivery processes adhere to organizational and industry standards, including security and
regulatory compliance.
Metrics and Reporting:
∙Define, monitor and analyse metrics for delivery success
∙Regularly report on Service Level Agreements (SLA) and conduct root cause analysis for SLA
breaches
∙Prepare and present detailed reports and dashboards to stakeholders.
Transactional Quality Improvement:
∙Lead initiatives to drive transactional quality improvement across various processes.
∙Implement best practices and methodologies to enhance the quality of transactions.
∙Monitor and analyze transactional data to identify areas for improvement and implement corrective
actions.
Data Analytics and Six Sigma:
∙Utilize data analytics to gain insights and drive decision-making processes.
∙Apply Six Sigma techniques to improve process efficiency and reduce variability.
∙Conduct data-driven analysis to identify root causes of issues and implement solutions.
Case/Ticket Management:
∙Oversee case/ticket management processes to ensure timely resolution and high user satisfaction.
∙Develop strategies to reduce aging of cases/tickets and improve time to resolve.
∙Implement measures to enhance user satisfaction and address any issues promptly.
Assessments and Audits:
∙Plan and execute ITIL framework-based assessments covering key processes like incident, problem,
change, release, event, availability, configuration, capacity management etc to evaluate compliance
with Organizational standards, best practices, and project governance frameworks.
∙Coach, drive and monitor ISO 20000 Compliance, relevant Internal quality assessments (Infrastructure
& Projects), interfacing between auditors and auditees.
∙Document audit findings and guide delivery teams in closing non-conformities from External and
Internal Quality audits\\ assessments
Continuous Improvement and Innovation:
∙Champion a culture of continuous improvement by promoting automation, innovation, and industry
best practices.
∙Stay updated on emerging trends in IT and cloud delivery to implement modern practices.
∙Lead or contribute to training sessions, workshops, and knowledge-sharing initiatives.
∙Identify improvement opportunities through Data Analytics and usage of various tools such as FMEA,
Pareto etc.
Project Performance Management:
∙Track project progress, monitor key performance indicators (KPIs), and provide actionable insights to
stakeholders.
∙Ensure timely delivery of projects within scope, budget, and quality benchmarks.
∙Conduct post-mortems to capture lessons learned and improve future delivery practices.
Stakeholder Collaboration:
∙Partner with delivery leads, project managers and technical teams to align on business objectives and
project goals.
∙Act as a liaison between delivery teams and senior leadership, providing regular updates on project
health and risks.
∙Engage with clients/senior stakeholders from delivery to ensure their expectations are met or exceeded.
Work on remediation on any dissatisfaction from key stakeholders.
Required Qualifications:
∙Bachelor’s or Master’s degree IT, Computer Science, or a related field.
∙10-15 years of experience in Infrastructure project delivery, quality management
∙Lean Six Sigma Certification (Green/Black Belt).
∙Data Analytics
∙Strong knowledge on ITIL Process
∙Strong knowledge of Risk Management Audits & Assessments and driving continual improvement,
Scrum, and other project management methodologies.
∙Ability to understand metrics & SLAs in infrastructure environment and ability to drive improvements
Preferred Skills:
∙ITIL V3/ ITIL 4 certification
∙Excellent analytical, problem-solving, and decision-making skills.
∙Exceptional communication and stakeholder management abilities.