Senior Service Delivery Manager (SDM)
Role Overview
DXC Technology is seeking an experienced IT Senior Service Delivery Manager (SDM) to lead the delivery of Application Management Services (AMS) for a critical Singapore Public Sector managed services engagement.
This role is accountable for the end-to-end delivery of operational services, ensuring service excellence, customer satisfaction, SLA achievement, and continuous improvement across a complex, mission-critical environment. The successful candidate will lead cross-functional teams, manage executive stakeholder relationships, oversee major incident management, drive operational governance, and ensure the successful delivery of services aligned to contractual, security, and compliance requirements.
This is a senior leadership position requiring strong service delivery, operational management, customer engagement, financial management, and people leadership experience.
Key Responsibilities
Service Delivery Leadership
Provide overall leadership and ownership of AMS delivery, ensuring contractual commitments, SLAs, KPIs, and operational objectives are consistently achieved.
Serve as the primary point of contact for service delivery matters, operational issues, escalations, and service improvement initiatives.
Lead cross-functional teams comprising application support, infrastructure, vendors, and business stakeholders to ensure seamless service operations.
Drive service governance, operational reviews, performance reporting, risk management, and continuous improvement programs.
Ensure service delivery aligns with client expectations, contractual obligations, and DXC quality standards.
Incident, Problem & Change Management
Lead the management of production incidents, major incidents, problem management, and root cause analysis activities.
Coordinate executive communications and stakeholder updates during critical incidents and service disruptions.
Oversee change and release management activities, ensuring changes are implemented with minimal operational risk and business impact.
Drive preventive measures and service improvements to reduce recurring incidents and enhance service stability.
Client & Stakeholder Management
Build and maintain trusted relationships with senior client stakeholders, business users, technical teams, and partners.
Act as DXC's representative in governance and operational meetings.
Proactively identify customer priorities, operational risks, and opportunities for service enhancement.
Balance customer expectations while protecting DXC's contractual, operational, and commercial interests.
Operational Excellence & Service Improvement
Monitor service performance, operational metrics, customer feedback, and incident trends to identify improvement opportunities.
Drive automation, process optimization, knowledge management, and productivity initiatives to improve service quality and operational efficiency.
Establish and maintain service management practices aligned with ITIL standards and contractual requirements.
Promote innovation and adoption of DXC AI tools to improve operational outcomes.
Financial & Resource Management
Manage service delivery financials, including budgeting, forecasting, resource planning, and cost optimization.
Ensure effective utilization of resources while maintaining service quality and compliance obligations.
Support workforce planning, capacity management, and long-term resource strategies.
Monitor service costs and drive initiatives that improve operational efficiency and business value.
Risk, Compliance & Governance
Ensure compliance with contractual obligations, security requirements, audit standards, and regulatory policies.
Identify, assess, and mitigate operational, delivery, and resource-related risks.
Lead business continuity, disaster recovery readiness, and operational resilience activities.
Maintain strong governance processes to ensure service stability and compliance.
People Leadership
Lead, mentor, and develop a high-performing team across multiple support functions.
Drive employee engagement, succession planning, capability development, and knowledge retention initiatives.
Manage team performance and foster a culture of accountability, collaboration, and continuous improvement.
Build a service-oriented culture focused on customer success and operational excellence.
Project & Transition Management
Support enhancement projects, platform upgrades, technology refresh activities, and service transitions into AMS operations.
Ensure successful transition of project deliverables into steady-state support while maintaining operational stability.
Collaborate closely with project managers, architects, technical leads, and business stakeholders to align delivery and operational objectives.
Key Accountabilities
Ownership of AMS service delivery and operational performance.
Achievement of SLA, KPI, and contractual service commitments.
Management of critical production incidents and executive escalations.
Client satisfaction and stakeholder relationship management.
Operational risk management, compliance, and service continuity.
Financial performance of service delivery operations.
Team leadership, capability development, and workforce management.
Continuous service improvement and operational innovation.
Qualifications & Experience
Required Qualifications
Bachelor's Degree in Computer Science, Software Engineering, Information Technology, or a related discipline.
PMP (Project Management Professional) certification, equivalent certification, or active progress toward PMP certification.
Strong understanding of project management, service management, governance, and operational delivery methodologies.
Minimum 10 years of relevant experience, including at least 8 years in Service Delivery, IT Management, Project Management, or Managed Services leadership roles.
Demonstrated experience managing large-scale service delivery engagements, including:
Teams of 100+ resources; and/or
IT programs or contracts valued at USD 10M+.
Preferred Qualifications
ITIL certification.
Experience delivering services within large Application Management Services (AMS) environments.
Hands-on experience with enterprise application development using Java technologies and frameworks.
Prior experience supporting Singapore Public Sector projects or highly regulated environments.
Experience managing 24x7 mission-critical production environments with stringent SLA commitments.
Skills & Competencies
Strong service delivery and operational leadership capabilities.
Excellent stakeholder engagement and executive communication skills.
Proven experience in major incident management and service recovery.
Strong financial, resource planning, and vendor management skills.
Ability to operate effectively in a dynamic, fast-paced environment.
Strong analytical, problem-solving, and decision-making abilities.
Self-motivated leader with excellent people management and coaching skills.
Additional Information
This role supports a Singapore Public Sector engagement and is subject to applicable client security clearance and project access requirements.
Candidates must be able to satisfy the relevant project clearance requirements associated with the role.