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.