Service Delivery Manager

Skills:

• 10+ years working experience in IT industry as Service Delivery Manager / PM / Scrum Master
• Excellent communication skill in both Cantonese and English
• Familiar with application support process / concepts
• Be able to convert business requirement into technical requirements
• Understand how to drive small to middle size application development in complex IT environments and processes.
• Excellent problem solving capability
• Has knowledge on Java, SQL, Linux / Unix, Cloud, BI / Data, Testing,
• Strong customer facing experience and be able to manage customer expectations
• Proven capability on leading a distributed team to deliver on quality service
• Result oriented and can work under pressure

Job Description:

• Responsible for the overall operation and management of AMS team;
• Define and execute ITSM processes (service request, incident management, problem management and change management ) per ITIL standard;
• Supervise and manage the overall service quality of AMS team;
• Monitoring various AMS KPIs to ensure healthy operation;
• Drive P1 / P2 issue resolution; Drive aging issue resolution;
• Drive Change/new requirements solution / plan / resources / delivery;
• Apps on-boarding, transition management and Knowledge base setup;
• Continuous service improvement and provide customers reasonable improvement plan and execute it;
• SPOC to business and IT teams, cross teams/vendors coordination;
• To complete other tasks assigned by management team and customers;
• To ensure resource utilization / pyramid and profit improvement

Employee Status : Full Time Employee

Shift : Day Job

Job Posting : Oct 16 2023

About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.