Service Delivery Manager

Cognizant; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Cognizant is seeking an experienced Service Delivery Manager to own end-to-end IT operations and ensure SLA/KPI compliance for multiple applications in Hong Kong. You will lead L2 support, manage major incidents, and coordinate with diverse teams to resolve production issues promptly.

The role requires strong ITIL knowledge, 10+ years in IT operations, and excellent English skills. Leadership and problem-solving abilities are essential as you drive continuous service improvement.

Qualifications

• 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.

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.

Skills

ITIL knowledge

Leadership

Communication

Analytical thinking

Problem solving

English proficiency

Education

Bachelor's degree in Computer Science/IT/Engineering

Tools

ServiceNow

Job description

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.

Qualifications And Skills

• 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.