**North Delivery Lead** Permanent Employment – Denmark What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating a lot of opportunities for people like YOU — people with an entrepreneurial spirit who want to make a difference in this world. At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, more innovative and successful. And this is your chance to be part of the success story: we are looking for a North Delivery Lead to join our ServiceNow Business Unit. **About Cognizant SNBG** The ServiceNow Business Group (SNBG), also known as Thirdera, a Cognizant Company, offers comprehensive solutions and services that leverage the powerful ServiceNow platform to streamline enterprise operations, enhance employee experiences, and drive digital transformation. Our deep understanding of end-to-end ServiceNow services empowers us to streamline processes, drive operational efficiency, and enhance customer experiences. With our comprehensive portfolio spanning ITSM, HR automation, Experience, AI, and beyond, the SNBG unlocks new growth opportunities. Leveraging our cutting-edge capabilities can propel Cognizant's business forward, delivering valuable outcomes for clients and enabling substantial high-ACV engagements for Cognizant's sales teams. With over 2,400 skilled professionals dedicated to ServiceNow, the SNBG is one of the largest and most credentialed ServiceNow practices in the world. **About the role** The Service Delivery Manager oversees all functions within the delivery organization with the goal of ensuring the delivery of a high-quality service to our clients. The Service Delivery Manager directly oversees regional service delivery team members and maintains and governs service delivery processes that are required to meet clients’ business needs. The Service Delivery Manager is accountable for client success, team performance, and overall growth and profitability of the delivery organization. The Service Delivery Manager role is—as applicable— stakeholder-facing and requires that you establish and manage expectations with clients and drive the delivery team(s) to achieve those expectations to a high standard. • Provide leadership and direction to the regional services delivery organization. • Establish goals and objectives for service delivery team members. • Lead and work with your peers and your team to develop professional services delivery practices through the creation of repeatable processes and implementation best practices; continually improve practices to meet industry demands and overall delivery improvements. • Ensure the creation and maintenance of appropriate delivery collateral (e.g., delivery templates and presentations) to ensure efficient and consistent production of client facing deliverables that adhere to delivery best practices. • Onboard, train and develop team members, as well as retain them by fostering supportive and collaborative team culture. • Partner with the sales and other services teams to provide support during sales pursuits. • Work with other services delivery leaders and resource managers to identify appropriate resource requirements for each account and project and assist in resolving any resource booking conflicts. • Participate in resourcing and hiring planning meetings with other service delivery leaders and other appropriate management team members. • Assist with managing and increasing utilization numbers of service delivery team members; also ensure accuracy of hours forecasts to ensure accurate resource and revenue projections. • Develop metrics and reports that demonstrate team performance and profitability, as well as continuous improvement to service delivery processes and procedures. • Articulate status, manage risk, and escalate issues to senior leadership team members – as / when needed. • Participate, as appropriate, in the management of the overall health and long-term services strategy for client accounts. • As appropriate, participate in the management of customer escalations and collaborate with various stakeholders to develop positive outcomes. • Foster collaboration with our sales, alliance and channel teams, recruitment and other service delivery leaders and teams. **Our ideal candidate** • 8 years’ experience in Consulting or relevant project experience in Digital Transformation. • Strong understanding of ServiceNow • Leadership and communication skills: ability to lead and motivate teams, and to communicate effectively with stakeholders. • Build and manage customer relationships to achieve the highest level of satisfaction. • A degree in Computer Science or equivalent. **What you can expect** • Become part of a the ‘flag ship’ success story - We go through enormous growth! • Based in the Benelux – we have offices in Amsterdam, Eindhoven and Brussels within an European and Global network • Organization driven by technology – We have a tremendous technology backbone • Open, ‘can do’ team spirit • Environment where you can make your own ideas reality • Drive your own career • Market conform benefits Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. 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 protected characteristic as outlined by federal, state or local laws.