Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

\n

As the Service Delivery Manager, you will have direct responsibility for the day-to-day relationship with one or more government payment programs, monitoring ongoing operations to ensure client satisfaction through excellence in every interaction. You will also work cross-functionally with multiple internal teams to ensure accurate, on-time delivery of all services for your assigned programs. 

\n

Responsibilities

\n

Manage Service Delivery: Oversee the end-to-end delivery of services to clients or customers, ensuring adherence to service level agreements (SLAs) and customer satisfaction targets.

\n

Client Relationship Management: Build and maintain strong relationships with clients, acting& as the primary point of contact for service-related discussions, escalations, and issue resolution.

\n

Service Performance Monitoring: Monitor service performance metrics, including availability, reliability, responsiveness, and quality, and take appropriate actions to address deviations or issues.

\n

Team Management: Lead and manage a team of service delivery personnel, providing guidance, coaching, and support to ensure high performance, professional development, and employee satisfaction.

\n

Process Improvement: Continuously assess and improve service delivery processes and workflows, identifying areas for optimization, automation, and efficiency gains.

\n

Incident and Problem Management: Coordinate and oversee the handling of service incidents and problems, ensuring timely resolution, root cause analysis, and preventive actions.

\n

Service Reporting: Prepare and present regular service performance reports, highlighting key metrics, achievements, challenges, and improvement initiatives to management and clients.

\n

Contract Management: Collaborate with the sales and legal teams to review and negotiate service contracts, ensuring that contractual commitments align with the organization's capabilities and resources.

\n

Vendor Management: Manage relationships with third-party vendors or suppliers involved in service delivery, ensuring compliance with contractual obligations and quality standards.

\n

Risk and Compliance: Identify, assess, and manage service delivery risks, ensuring compliance with relevant industry regulations, data protection laws, and security standards.

\n

Requirements

\n\n Have at least five (5) years of experience working in a service delivery management role. \n Show strong understanding of service management frameworks and best practices, such as ITIL (Information Technology Infrastructure Library).\n Possess strong leadership and people management abilities, with experience managing and motivating teams.\n Exhibit analytical and problem-solving skills to identify issues, analyze data, and drive process improvements.\n Have a results-oriented mindset focusing on customer satisfaction and service quality.\n Demonstrate excellent communication and interpersonal skills to interact with clients, stakeholders, and cross-functional teams effectively.\n Show familiarity with relevant industry technologies, systems, and software used in service delivery.\n Be proficient with the MS Office Suite. \n\n

Preferred

\n\n Hold a bachelor’s degree in business administration, information technology, or a related field.\n Possess knowledge of project management methodologies and tools.\n\n

Flexible Working

\n

At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone, too. 

\n

In this role, you can expect the following working conditions:

\n\n Remote work: Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday. \n\n

Working For You

\n

Perks and rewards designed for you:

\n\n Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit your and your family's needs and start on the first day of employment.\n Retirement Savings: We will support you as you save for your future.\n Employee Discounts: We offer access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.\n Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.\n Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.\n Paid time off: We provide attractive packages designed for you to enjoy your life away from work.\n Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.\n\n

Join Us

\n

At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates. 

\n

We strive to create a culture where you can: 

\n\n Bring your authentic self to work. \n Grow and thrive, both personally and professionally. \n Make a difference with our clients, in our communities, and with the millions of people we support. \n\n

When you join Conduent, you are engaged in creating the future - both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best!

\n

Pay Transparency Laws in some locations require disclosure of compensation-related information.  For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation or sick time. The approximate compensation for this position is $55-80k annually. 

\n

 

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

\n

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  click here to access or download the form.  Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.

\n

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.

\n\n