Service Delivery Manager

• Graduate with 10+ years of experience managing process design and improvement initiatives for global customer-centric processes preferably managing online advertising or content management operations
• Strong verbal & written communication skills with excellent multitasking and analytical skills
• Able to provide critical thought to leadership, design and lead champion-challenger experiments
• Expected to work independently with minimal supervision with attention to detail, proactively communicate issues and seek inputs for remedies.
• Hands-on knowledge of Content, AdCreation process or Online Advertising across Search and Display

Key Responsibilities:

• The individual will be responsible for managing operations for a 45 member team of AdCreation and Optimisation experts within Cognizant for one of it’s global clients
• This position will straddle the responsibilities of Operational Leadership, Process improvement, Client Management, Design of Experiments and Data analytics
• Developing strong relationships with key client stakeholders, supporting them through various strategic initiatives and providing incisive insights to develop those programs to fruition
• Identifies improvement areas and implementing solutions to prevent errors and improving productivity
• Providing coaching and mentoring to team leaders, SME’s, QA’s and agents to motivate them to elevate their performance and in planning their career growth trajectory
• Identify, prepare and track suitable metrics, determine trends and utilise them to develop solutions that provide improvement in efficiency and effectiveness of the delivery teams
• Meet aggressive client schedules and timelines while maintaining the highest bar of quality and a focus on exceeding customer expectations
• Manage multiple cross-functional projects straddling IT/ Process Design/ HR /Hiring /Product / Engineering to develop solutions aimed at improving process capabilities, improving efficiency and throughput as well as evangelising approaches for delivering breakthrough results

• The pleasant and inspiring working atmosphere
• Opportunity to be part of a rapidly expanding global organization with an irreproachable reputation
• Professional development and clear career path
• State-of-the-art office facilities in a convenient location in Cracow
• Training & development opportunities
• Competitive salary with cafeteria benefits