IT Service Delivery Manager

5 days ago


Hong Kong Island, Hong Kong SAR China Cognizant Full time

Cognizant Job Overview:

Cognizant is a leading IT consulting firm that partners with clients to drive digital transformation and improve business outcomes.

About the Job Description:

This Integration Support Lead position plays a critical role in delivering exceptional customer experiences by providing prompt and effective incident resolution, escalating complex issues, and driving continuous service improvements.

Responsibilities:

  • Lead hands-on troubleshooting for urgent issues, leveraging ITIL best practices and technical expertise to resolve problems efficiently.
  • Ensure seamless collaboration between client and offshore teams, aligning on goals, timelines, and deliverables.
  • Act as the primary escalation point, addressing concerns and implementing corrective actions to prevent reoccurrences.
  • Publish regular status reports to stakeholders, highlighting key metrics and progress toward objectives.
  • Develop and manage the skills of team members, fostering a culture of learning and growth to meet evolving client needs.
  • Organize and facilitate governance meetings with internal and external stakeholders to foster open dialogue and informed decision-making.
  • Proactively identify and mitigate delivery risks, collaborating with stakeholders to implement mitigation strategies.
  • Design and implement process enhancements to optimize operations, reducing costs and improving quality.
  • Explore opportunities for automation, streamlining processes to increase efficiency and productivity.

Requirements:

  • At least 10 years of experience in IT, preferably in integration middleware platforms and API gateways, with a strong background in ITIL and SLA management.
  • Excellent communication and interpersonal skills, with the ability to engage diverse audiences and build strong relationships.
  • Strong analytical and problem-solving skills, with the capacity to think critically and make informed decisions.
  • Effective presentation and leadership skills, with the ability to inspire and motivate teams.
  • Knowledge of project management methodologies and practices, including Agile and Scrum.
  • Experience with Microsoft Azure PaaS components and solutions is a plus, as well as application monitoring expertise.
  • Fluency in English is essential for effective communication with global teams.


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