Senior IT Service Delivery Manager

7 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Cognizant Full time

Cognizant seeks a seasoned IT Service Delivery Manager to oversee the efficient delivery of technical services. As Senior IT Service Delivery Manager, you will be responsible for managing incidents and service requests, ensuring committed deliverables are met, and coordinating between client and offshore team members.

Key Responsibilities
  • Incident Management: Serve as the first point of contact for customers regarding incidents and service requests, performing hands-on troubleshooting for urgent issues.
  • Service Level Agreement (SLA) Management: Ensure SLAs are met, working closely with internal and external stakeholders to achieve operational efficiencies.
  • Risk Assessment and Mitigation: Identify potential delivery risks, report to client management, and implement mitigation strategies with stakeholder approval.
  • Continuous Service Improvement: Plan and initiate improvements to existing processes, identifying opportunities for automation and implementing changes to enhance service quality.
Requirements
  • More than 10 years of experience in IT service delivery or a related field.
  • Proficiency in Integration Middleware platforms and API Gateway.
  • Hands-on experience with ITIL practices and SLA management.
  • Strong communication and leadership skills to effectively collaborate with various business units.
  • Excellent presentation and problem-solving skills.
  • Familiarity with project management methodologies and Microsoft Azure PaaS components is a plus.
About Cognizant

Cognizant is a leading professional services company that enables global businesses to address emerging customer needs by using advanced technologies. As a senior IT Service Delivery Manager, you will play a critical role in delivering high-quality technical services that drive business success.



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