Service Delivery Manager, Temenos

Service Delivery Manager / Temenos Principal Product Consultant

We are seeking a highly skilled and experienced Service Delivery Manager / Temenos Principal Product Consultant to oversee the implementation, migration, and production support of Temenos TRANSACT across multiple geographies. The ideal candidate will manage L2 & L3 teams, drive QA automation, and implement Gen AI-led solutions. They will also support data integration, reporting systems, and ensure business readiness of core and peripheral systems.

Key Responsibilities

• Oversee the implementation, migration, and production support of Temenos TRANSACT across multiple geographies.
• Manage L2 & L3 teams on TAP support, TPH support, and build a strong Knowledge Error Database (KEDB).
• Drive QA automation and BOTs implementation to handle incidents and service requests.
• Analyze, formulate, and build Gen AI-led solutions across the applications landscape.
• Lead AGILE transformation in the organization as a Certified Agilist.
• Support data integration and reporting systems like AXIOM, Jasper, ODS, and other applicable data platforms.
• Extend support on pricing and regulatory reports.
• Ensure business readiness of core and peripheral systems on a day-to-day basis and build automation.
• Plan and implement life cycle management of core and support applications, ensuring timely End of Life upgrades.
• Identify opportunities for digital transformation and propose cloud-hosted solutions.
• Optimize and automate service processes to drive efficiencies in service and costs.
• Oversee and manage test environments with end-to-end accountability.
• Improve TEMS automation coverage.
• Act as the service liaison into the risk management process, reviewing and escalating risks.
• Support risk assessment and analysis during audit requirements.
• Ensure IT services meet established SLAs and KPIs.
• Monitor and manage application support functions for optimal service.
• Oversee 24 / 7 / 365 incident management with cross-functional incident managers for L2 and L3 supports.
• Maintain high performance levels for service-related processes and implement improvement activities.
• Liaise with Major Incident Manager during major incidents affecting business operations.
• Identify patterns in incidents and problems, developing long-term solutions with internal teams.
• Monitor and report on operational and security incidents.
• Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication for post-incident reviews.
• Ensure systems, procedures, and methodologies support outstanding service delivery.
• Act as a point of escalation for customer IT staff, service managers, and application development and maintenance teams.
• Develop a deep understanding of projects to gain insights into the scope of service delivery.
• Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Analyze third-party and internal processes, creating strategies for service delivery optimization.
• Recommend and implement service delivery improvements on time.
• Provide accurate and frequent performance reports to customer management.
• Lead personnel management, including staff recruitment, performance assessment, training, and mentoring.
• Build strong relationships with teams and stakeholders for effective dialogue exchange.
• Monitor and report on service performance, addressing deviations or issues promptly.
• Continuously improve service delivery processes to enhance efficiency and customer satisfaction.
• Produce and cost appropriate service models that meet customer needs.
• Review ongoing service commercial costs to ensure value for money.
• Act as Change Manager for the Change Authority Board (CAB), ensuring service protection during the change process.
• Coordinate maintenance windows to support incident remediation, request fulfillment, and change requests.

Qualifications

What We Offer

About Us

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world.

Other Employment-Related Information

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.