Neha Sharma
SAAS | Customer Success | Account Management | Client Service | Project Management
- Role
- Service Delivery Manager at Cognizant
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Neha Sharma
A Client Success Professional with an overall experience of 12 years. Holding a dynamiccareer in Project handling, Operations, Customer servicing, process training with strongcommunication skills. An effective communicator with excellent relationship management skills and stronganalytical, problem solving & organizational abilities. An extremely successful client handling career over all with major Awards and recognitions in the gear.
Experience
Service Delivery Manager
Jan 2025 — Present · Hyderabad, IN
Managing end-to-end service delivery for client accounts, ensuring adherence to SLAs, KPIs, and quality benchmarks• Acting as the primary liaison for client stakeholders, addressing issues, resolving escalations, and strengthening relationships• Coordinating delivery across global teams (onshore/offshore), driving operational efficiency and service excellence• Monitoring service performance metrics and implementing continuous improvement initiatives based on insights and trends• Conducting governance meetings and client reviews to ensure transparency, accountability, and alignment with business goals• Collaborating with cross-functional teams (technical, infrastructure, QA, business) to support timely and accurate service outcomes• Overseeing incident, problem, and change management processes as per ITIL standards• Developing service improvement plans (SIPs) to close performance gaps and enhance customer satisfaction• Managing budgets, tracking resource utilization, and ensuring contract compliance across all delivery streams• Conducting risk assessments and planning mitigation strategies to ensure delivery continuity and client trust• Facilitating knowledge transfer and transition planning for new engagements or scope expansions• Coaching and mentoring delivery team leads and SMEs to ensure a culture of ownership and performance excellence• Supporting account growth by identifying service-led opportunities and contributing to renewal and upsell strategies• Aligning delivery practices with Cognizant’s global frameworks, methodologies, and quality standards• Maintaining delivery documentation and ensuring audit compliance and readiness at all times
Education
Delhi University
Bachelor's degree, Art/Art Studies, General
Central Board of Secondary Education
High School Diploma, Business/Commerce, General
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