Service Delivery Manager

3 days ago

Dalian, Liaoning, China Cognizant Full time

Job Description

  • Responsible for the overall operation and management of AMS team; Liase with local client and Cognizant global for KTLO delivery.
  • Define and execute ITSM processes (service request, incident management, problem management and change management ) per global standard;
  • Supervise and manage the overall service quality of AMS team including Service Desk, Level 1.5, Level 2, Level 3 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;
  • Enhancement planning and execution, regular capacity planning with client;

Qualification

  • 8+ years working experience in IT industry as Service Delivery Manager. Hands-on experiences on Application Support is a must.
  • Excellent communication skill in both Chinese and English
  • Excellent client management skill
  • Proficient with application support process / concepts (Must-Have) and hands-on experience on delivering application development project
  • 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.
  • Exposure to Life Science / Health Care is a plus
  • Excellent problem solving capability
  • Exposure to Java, AWS, SQL, Data, WeChat / WeCom, .NET Linux / Unix etc
  • 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

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