Director - Engagement Delivery Partner

Summary:

Manages, owns & decides multi-service line solutions, final estimation and solution review in order to achieve customer satisfaction and increasing wallet share with a focus on quality, cost and effective client engagement. Orchestrates delivery for a portfolio of accounts and acts as a single point of contact for delivery discussions. Works 2 in a box with global CPs and SBU Heads to support client relationships (including escalations, SLAs and business expansion).

Responsibilities include:

1. Delivery Management:
   • Owns end-to-end delivery and acts as single point-of-contact for delivery commitments to clients.
   • Owns and orchestrates multi-service line solutions and delivers as One Cognizant team.
   • Owns delivery accountability for the account, drives delivery efficiencies and CII.
2. Business Development:
   • Collaborates with Commercial Team to grow the business in existing accounts by identifying and defining business value opportunities for the client.
   • Manages, owns & decides multi-service line solutions and final estimation for all RFPs, RFQs, RFIs & proactive proposals.
   • Collaborates with global CPs and SBUs Heads in NA to generate business in new logos.
3. Governance & Client Relationship Management:
   • Establishes and builds relationships with clients (external) and Service Line leads (internal) of the accounts.
   • Establishes, executes, and oversees program governance (i.e. stakeholder management, communication ceremonies, benefits management, change management, scope management, etc.).
   • Works 2 in a box with Client Partner to support client relationships (especially escalations and SLAs), and co-owns along with CPs: reporting requirements related to projects, NPS score and claiming change requests.
4. Execution Excellence:
   • Establishes, executes, and oversees estimation planning and delivery (resource and timeline) across Cognizant organization.
   • Ensures tracking/measurement and progress against established measures and metrics (e.g. bid vs did, SLA, and any other operational or contractual measures).
5. Operational Excellence:
   • Drives optimal business value through scope management, change management, communication ceremonies, etc.
   • Co-owns, along with CPs: cost of delivery, margin maintenance, revenue growth, designing Profitability Enhancement Program and tracking, claiming change requests.
   • Ensures monthly revenue & margin forecast submissions, staffing plan, approval/rejection of SOs that impact margin, practice cost split of delivery targets within accounts, pyramid targets to accounts, sub-contractor numbers (along with practice COO) vs. targets.
   • Provides insights on improvements while ensuring adherence to operational best practices.
6. Compliance Management:
   • Owns the activation (or instantiation) for the MSA and SOW by knowing and monitoring compliance and adherence to these terms and their intent.
   • Ensures all contractual obligations are met and ensures audit compliance.
7. People Management:
   • Leads team by supporting and driving career growth, personal/team development, well-being, diversity and inclusion.

Required Experience:

• Extensive experience in IT Services - functional/technology area.
• Proven experience managing & delivering programs involving multiple service lines.
• Experience with P&L oversight and managing operations.
• Client management & onsite experience.

Preferred Background:

Senior leadership role in project & domain, experienced in managing large global teams, industry knowledge on MLEU and RCGH areas.