Service Delivery Lead – Data Ops & Incident Mgmt

Cognizant; Hong Kong; On-site; HKD 800,000 - 1,200,000; Full time

Job summary

Cognizant in Hong Kong is seeking an experienced Service Delivery Manager to own end-to-end service delivery for our critical applications, ensuring SLA/KPI compliance and seamless operations across cross‑functional teams.

You will lead L2 support, manage major incidents and escalations, coordinate with business users, development teams, vendors, and platform owners, and drive proactive monitoring, governance, and continuous service improvement to protect business continuity.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related discipline.
• 10+ years of IT operations or service delivery experience, including 3+ years in a Service Delivery Manager or Application Support Manager role.
• Strong knowledge of ITIL processes and hands-on experience with ServiceNow.
• Experience in L2 application support for Luxury Retail, CRM, Customer Experience, E-commerce, or Mobile Apps.
• Strong leadership, communication, analytical, and problem-solving skills.
• ITIL, PMP, PRINCE2, Agile, or ServiceNow certifications are advantageous.
• Excellent written and spoken English.

Responsibilities

• Own end-to-end service delivery and SLA/KPI compliance across supported applications.
• Lead L2 support operations: Incident, Service Request, Problem, Change, and Release Management.
• Manage major incidents, escalations, and stakeholder communications.
• Coordinate with business users, development teams, vendors, and platform owners to resolve production issues.
• Drive proactive monitoring, root cause analysis, recurring issue elimination, and continuous service improvement.
• 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.

Skills

ITIL processes

ServiceNow

Leadership

Communication

Analytical

Problem solving

Education

Bachelor's degree in Computer Science/Information Technology/Engineering

Tools

ServiceNow

Job description

Cognizant in Hong Kong is seeking an experienced Service Delivery Manager to own end-to-end service delivery for our critical applications, ensuring SLA/KPI compliance and seamless operations across cross‑functional teams.

You will lead L2 support, manage major incidents and escalations, coordinate with business users, development teams, vendors, and platform owners, and drive proactive monitoring, governance, and continuous service improvement to protect business continuity.