CIS Enabler M Level

Position Title: Delivery Excellence Enabler

Location: Hyderabad

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.