Service Delivery Manager
Cognizant Hong KongService Delivery Manager
Cognizant Hong Kong
Responsibilities
- Own end-to-end service delivery and ensure SLA/KPI compliance across supported applications.
- Lead L2 support operations including Incident, Service Request, Problem, Change, and Release Management.
- Manage major incidents, escalations, and stakeholder communications to minimize business disruption.
- Coordinate with business users, development teams, vendors, and platform owners to resolve production issues in a timely manner.
- Drive proactive monitoring, root cause analysis, recurring issue elimination, and continuous service improvement initiatives.
- Govern production changes, release deployments, CAB activities, and operational readiness reviews.
- Produce service performance reports, operational dashboards, and executive management updates.
- Manage support team performance, resource planning, shift coverage, knowledge management, and continuous improvement activities.
- Drive operational excellence initiatives to improve service quality and efficiency.
- Ensure compliance with IT governance, audit, security, and data privacy requirements.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related discipline.
- 10+ years of IT operations or service delivery experience, with at least 3 years in a Service Delivery Manager or Application Support Manager role.
- Strong knowledge of ITIL processes, with hands-on experience using ServiceNow.
- Experience in managing L2 application support for Luxury Retail, CRM, Customer Experience, E-commerce, or Mobile Applications.
- Strong leadership, communication, analytical, and problem-solving skills.
- ITIL, PMP, PRINCE2, Agile, or ServiceNow certifications are advantageous.
- Excellent written and spoken English.
Job ID 47703
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