Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the success of Workday services and ensure customer satisfaction.
- Company: Cognizant, a global leader in tech solutions with a collaborative culture.
- Benefits: Remote work, learning opportunities, and community outreach programs.
- Why this job: Make a real impact by driving customer success and innovation in Workday.
- Qualifications: 10+ years in Managed Services or ERP Consulting, with Workday expertise preferred.
- Other info: Join a dynamic team focused on growth and excellence.
The predicted salary is between 60000 - 84000 £ per year.
Cognizant is seeking a Service Delivery Manager (SDM) to own the end-to-end success and evolution of our Workday Application Managed Services (AMS) portfolio. In this role, you are the primary custodian of the customer relationship post-implementation. You will combine the operational rigor of a Service Delivery Manager with the strategic foresight of an Engagement Manager to ensure long-term value, high retention, and account growth. You will be accountable for the operational and financial health of your portfolio, ensuring that Cognizant exceeds Service Level Agreements (SLAs) while simultaneously identifying opportunities to deploy new Workday features and enhancements that drive customer business results.
Responsibilities
- Customer Success & AMS Delivery: Serve as the primary executive contact for AMS customers, ensuring their Workday investment aligns with their evolving business goals.
- SLA & Performance Governance: Oversee the delivery of services against set SLAs, using data from your Triage Project Associate to identify trends, resolve bottlenecks, and ensure "Green" account health.
- Quality Assurance: Lead Monthly and Quarterly Business Reviews (MBR/QBR), presenting performance metrics and roadmap recommendations to client C-suite stakeholders.
- Incident & Problem Oversight: Direct the triage process for complex issues, ensuring the offshore/onshore team provides Root Cause Analysis (RCA) and permanent fixes rather than just "band-aid" solutions.
Engagement Management & Growth
- Financial Stewardship: Manage the revenue stream and profitability of your portfolio. Work with your PMO Project Associate to monitor burn rates, forecast accuracy, and margin health.
- Change & Expansion Management: Act as the Engagement Manager for "Small-to-Medium" project work within your accounts. Scope enhancements, manage resource scheduling, and approve change requests (SOWs) for new modules or process improvements.
- Revenue Pull-Through: Support Sales in identifying and closing new opportunities within the existing client base to grow the Workday footprint.
Leadership & Collaborative Synergy
- Project Associate Orchestration: Direct the PMO Project Associate to maintain the "Single Version of Truth" regarding account KPIs, budgets, and reporting.
- Triage Project Associate: Direct the Triage Project Associate to ensure high-velocity ticket resolution and adherence to operational support standards.
- Team Development: Build a culture of accountability across a matrixed global delivery model, focusing on the retention of top talent and the continuous upskilling of AMS consultants.
Skills & Requirements
- 10+ years of experience in Managed Services (AMS) or ERP Consulting (HCM, Finance, or Payroll).
- Workday Expertise: Strong familiarity with the Workday ecosystem is highly preferred to lead facilitation and strategy sessions.
- Service Management Mastery: Deep understanding of ITIL best practices and experience working with global/offshore delivery models.
- Financial Acumen: Proven ability to manage project budgets, actuals, and revenue forecasting.
- Executive Presence: Exceptional client-facing skills with the ability to navigate complex organizational structures and influence executive decision-makers.
- Organizational Skills: Ability to oversee multiple concurrent workstreams, delegating tactical tasks to Project Associates while maintaining strategic control.
- Education: Bachelor’s degree or equivalent; ITIL or PMP certifications are a significant plus.
Why Cognizant
- Entrepreneurial environment that welcomes your ideas.
- Opportunity to do great work.
- Outreach programs that support communities and tap into your volunteer spirit.
- Learning opportunities to help current needs and advancement.
- Global operations, with opportunities in North America, Europe and Asia Pacific.
- An abundance of Affinity groups to meet your needs.
Cognizant Core Values
- Work as One: We think beyond roles, relying on each other’s strengths to win as a team.
- Raise the Bar: We always aim for excellence in how we work and what we deliver.
- Dare to Innovate: We push boundaries and take chances to reimagine what’s possible.
- Do the Right Thing: We all lead with integrity and always make the ethical choice.
- Own It: We own the outcomes for our company, colleagues, and community.
Workday Service Delivery Manager employer: Collaborative Solutions
Contact Detail:
Collaborative Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workday Service Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Cognizant or have experience with Workday. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by diving deep into the Workday ecosystem. Familiarise yourself with the latest features and enhancements. Show us that you’re not just a candidate but a potential game-changer for our AMS portfolio!
✨Tip Number 3
Practice your executive presence! Role-play common interview scenarios with a friend or mentor. This will help you articulate your thoughts clearly and confidently, making a lasting impression on the interview panel.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, it shows us you’re serious about joining the Cognizant team!
We think you need these skills to ace Workday Service Delivery Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with Workday and Managed Services. We want to see how your skills align with the role of Service Delivery Manager, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills: As a Service Delivery Manager, you’ll need to demonstrate strong leadership abilities. Use your application to share examples of how you've successfully led teams or projects in the past. We love seeing candidates who can inspire and drive results!
Highlight Financial Acumen: Since financial stewardship is key in this role, make sure to include any experience you have managing budgets or forecasting revenue. We’re looking for someone who can keep our portfolio financially healthy, so let us know how you’ve done this before!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to track your application and ensure it reaches the right people. Plus, we love seeing candidates who take the initiative!
How to prepare for a job interview at Collaborative Solutions
✨Know Your Workday Inside Out
Make sure you brush up on your Workday knowledge before the interview. Understand its features, benefits, and how it aligns with business goals. This will help you demonstrate your expertise and show that you're ready to take on the role.
✨Showcase Your Service Management Skills
Be prepared to discuss your experience with ITIL best practices and how you've applied them in previous roles. Highlight specific examples where you've improved service delivery or resolved complex issues, as this will resonate well with the interviewers.
✨Demonstrate Financial Acumen
Since managing revenue streams and profitability is key for this role, come equipped with examples of how you've successfully managed budgets and forecasts in the past. This will show that you can handle the financial aspects of the position effectively.
✨Engage with Executive Presence
Practice your communication skills to ensure you can confidently engage with C-suite stakeholders. Prepare to discuss how you've influenced decision-makers in previous roles, as this will be crucial for building strong customer relationships.
