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Service Delivery Manager



Bengaluru, Karnataka, India
Posted on Tuesday, April 25, 2023

What We do:

Kognitiv empowers global brands to redefine loyalty through advanced data activation and multi-enterprise collaboration.

Founded in 2008, Kognitiv is challenging brands to redefine how they engage with their customers and deliver meaningful experiences that earn their lifetime loyalty. In June 2020, Kognitiv and Aimia’s Loyalty Solutions came together to create a data and technology-led business, employing people across 20 countries worldwide. With 200+ clients and partners in more than 50 markets globally, Kognitiv is removing the complexity of cultivating loyalty, data, and partnerships, so brands can deliver enhanced value, personalization, and experiences to today’s consumers, right where they are.

About the opportunity:

The Senior Service Delivery Manager role is to plan, organize, and manage staff and third-party partners in the provision of sustainable high-quality 3rd and 4th line services that are continuously improving the operation of all the organization’s product technologies by focusing relentlessly on use of data in line with lean sigma and ITIL principles.

This includes maintaining, supporting, and optimizing both legacy and global applications and their core interfaces, accepting new releases and transitioning them into service to ensure maximum performance and availability and positive customer experience.

The Senior Service Delivery Manager is also expected to function as a champion for high quality support across the Kognitiv product ecosystem and take an indirect accountability for promoting consistency, best practice, and effective use of data to increase confidence with our business clients across all regions.

Areas of key responsibilities:

Service Delivery (75%)

  • Providing 3rd and 4th line services (24/7) to ensure that all application services are available and performing to required levels during required hours of business operation
  • Troubleshoot and resolve application related technical issues with Kognitiv business and technology teams and clients
  • Creating and maintaining of all operational processes, procedures within the IT Service Delivery function that drive true root cause elimination and a problem & risk friendly culture
  • Maximize the value of the 3rd and 4th line team by empowering the 1st and 2nd line teams via strong partnership and knowledge sharing and management
  • Providing strong data-based insight that drives adherence to agreed Service Levels to maintain and enhance the service performance and availability
  • Having ultimate responsibility for establishing customer centric monitoring, alerting, and reporting from component level through to key business process metrics
  • Partner with regional IT and commercial teams to seek true Voice of the Customer insight
  • Govern and partner with 3rd parties to maximize their value and contribution to the service
  • Champion quality by being a strong partner to projects and performing as an Expert Consultant to ensure applications, through an operational acceptance framework, are accepted into service to the agreed quality measures
  • Ensure that Information Security controls are in place, on a risk assessed basis, and are consistent with the Information Security Policy
  • Responsible for ensuring all applications adhere to Kognitiv and client security policies
  • Be a strong IT ambassador by attending business forums where application services are discussed and having overall ownership for ensuring that an agreed schedule of application change and enhancement releases is in place and communicated to the business
  • Be a high-quality gate keeper for ensuring that adequate testing has been conducted by Application Integration, Development & QA teams, Suppliers and/or business stakeholders to ensure that applications have been thoroughly tested prior to introduction into the live environment
  • Managing changes to applications by following the change management process to ensure that the live environment is protected
  • Deliver the above by strong career management of the application services team undertaking staff coaching, appraisals and career development
  • Partner with other regions to run effective data driven service reviews with client IT teams, seek to continuously improve the efficiency of Kognitiv services, so when a contract is due for renewal our support expertise is recognized as a key strength
  • Work directly with clients and Kognitiv regional client teams to explain and offer guidance for platform functionality as the subject matter expert.
  • Utilize Kognitiv ticketing systems to manage requests, issues and changes
  • Review daily operational system checks and work directly with support engineers, development and operations as needed to resolve issues
  • Deliver strong client-centric solutions to customers with a positive approach.
  • Provide technical support to the regional Kognitiv implementation teams
  • Prepare reports by collecting, analyzing, and summarizing information to drive process improvement

Communications (20%)

  • Collaborate across all IT functions to seek and share ideas and ways of working
  • Collate, distribute service reports and perform monthly service reviews
  • Manage service delivery related documentation
  • Develop, distribute and communicate FAQ and general use materials
  • Provide clear and timely updates on task progress and completion
  • Collaborate with your peers on new features and product deployment
  • Contribute to the application knowledge base as subject matter expert
  • Perform product walkthrough with test teams

Communications (20%)

  • Collaborate across all IT functions to seek and share ideas and ways of working
  • Manage infrastructure related documentation
  • Develop, distribute and communicate FAQ and general use materials
  • Provide clear and timely updates on task progress and completion
  • Collaborate with your peers on new features and changes
  • Contribute to the application knowledge base as subject matter expert
  • Perform product walkthrough with test teams

Required for all team members:

  • Other duties as reasonably directed
  • Adhere to all Kognitiv policies
  • Take all reasonable care to ensure that your actions or omissions do not impact on the health and safety of yourself and others in the workplace
  • Recognize the dignity and respect of every team member and actively contribute and maintain a work environment which is free from harassment, sexual harassment and discrimination.

Background and Experience:

  • Undergraduate degree in a related field (e.g. BSc in Computer Science)
  • 3 to 5 years of experience in a similar role in the IT industry / IT Product / IT Software Service
  • Experience of working in the IT software development industry
  • Experience of best practices in secure software development
  • Experience in Product Service / Support / Communications / Documentation
  • Excellent experience understanding of SaaS platforms and processes

Skills and abilities:

  • All round IT knowledge of; File transfer software and protocols, HTML, file compression and encryption, image files, video files, DNS, Web Log monitoring tools, API Testing Tools, application monitoring and reporting
  • Team player with service-oriented attitude
  • High level of conscientiousness with focus on delivering results
  • Excellent time management skills and ability to work to deadlines
  • Advanced communication skills, both written and verbal
  • Strong “attention to detail” mindset
  • Demonstrates troubleshooting ability and capacity to guide clients through a complex resolution process in a timely and professional manner.
  • Adept at learning and mastering new technology
  • An interest in getting involved and making things happen
  • Ability to work in a team environment with the demand of short deadlines and high-pressure situations (SLAs to manage)
  • Ability to plan and prioritise activity based on impact to the business
  • Must be proficient with web browsers, the Windows operating system and the Microsoft Office suite of applications.
  • Experience with project management and web-based system support a plus

We are a passionate, innovative organization with team members globally and we are looking for exceptional people to come and join us. This is an exciting opportunity to work for an international business, in a high energy environment with a collaborative, smart and passionate team. If you like the sound of us and the role: get in touch!

Here at Kognitiv, we don’t just accept difference - we celebrate it! Greater diversity means greater variation in ways of thinking, perspectives, and approach. And we thrive on it for the benefit of our employees and our clients. Kognitiv are committed to creating an inclusive environment and all employment is decided on the basis of qualifications, merit, fit and business need.