Cognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates worldwide, Cognizant is dedicated to anticipating and solving clients toughest problems and enabling them to thrive in the digital era. Join us and Be Cognizant!
Job Description:
Service Delivery Manager (Sales & Appointment Booking)
Role Overview: The Service Delivery Manager oversees a sales-focused contact center program that delivers high-quality appointment bookings while achieving client SLAs and revenue goals. This role maintains operational stability, drives strong commercial results, and ensures customers have consistent experiences in line with client expectations.
Key Responsibilities
Operational Leadership
- Manage daily operations for outbound or blended sales teams to consistently achieve SLA, productivity, and quality standards.
- Coordinate staffing, schedules, and manage shrinkage to match demand and uphold service reliability.
- Promote operational discipline through performance management, root cause analysis, and ongoing improvement.
Sales & Commercial Performance
- Take ownership of appointment booking targets, conversion rates, and revenue contributions.
- Enhance lead utilization, dialing tactics, and sales processes to maximise ROI.
- Collaborate with client stakeholders on pipeline health and performance strategies.
People Leadership
- Mentor Team Leaders and agents to boost sales effectiveness and engagement.
- Foster a culture of accountability focused on performance, customer outcomes, and teamwork.
- Assist with talent reviews, succession planning, and skills development.
Client Management
- Act as the main operational point of contact for the client, leading governance discussions and business reviews.
- Provide transparent insights into performance, identify risks, and present action plans.
- Align operational execution with client objectives.
Quality & CX
- Guarantee appointment quality, compliance, and exceptional customer experience standards.
- Work with QA and Training teams to improve scripts, handle objections effectively, and refine sales behaviors.
Qualifications
Required:
- 58+ years experience in BPO/contact centers
- 2+ years managing sales or appointment-setting programs
- Strong skills in data analysis and stakeholder management
Preferred:
- Background in the automotive industry (such as dealership support, service scheduling, lead management, or OEM programs)
Why Join Us
- Competitive Salary & Benefits Earn well while enjoying great perks
- Career Growth Clear paths for promotions and skill development
- Supportive Work Environment Join a team that values you
- Comprehensive Training No experience No problem! We've got you covered
- Exciting Opportunities Be part of a dynamic and growing industry
Ready to take the next step Apply today!
