IT Senior Service Delivery Manager (SDM)

IT Senior Service Delivery Manager (SDM)

Job Description Summary

We are looking for a dedicated Senior Service Delivery Manager responsible for maintaining strong customer relationships and improving service quality to achieve high customer satisfaction. The role focuses on managing Application Management Services (AMS), ensuring service excellence, driving operational improvements, managing service performance, and leading cross-functional delivery teams.

Roles & Responsibilities – Application Management Services (AMS) Service Delivery Manager

Service Delivery Leadership

• Own the end-to-end delivery of Application Management Services (AMS), ensuring service commitments, SLAs, and operational KPIs are consistently achieved.
• Maintain strong relationships with client stakeholders and serve as the primary point of contact for service delivery, operational issues, escalations, and continuous service improvements.
• Lead cross-functional AMS teams across application support, infrastructure, vendors, and business stakeholders to ensure seamless service operations.
• Drive operational governance, service reviews, and executive reporting to provide transparency on service performance, risks, and improvement initiatives.

Incident, Problem & Change Management

• Oversee the management of production incidents, major incidents, problem management, and root cause analysis activities.
• Ensure timely resolution of service disruptions while minimizing business impact and maintaining customer confidence.
• Govern change and release management processes to ensure successful deployment of application enhancements and fixes with minimal operational risk.

Client & Stakeholder Management

• Build and maintain trusted relationships with client management, business users, and technical teams.
• Proactively identify customer needs, operational risks, and improvement opportunities.
• Represent the organization in operational and governance meetings, ensuring client expectations are effectively managed while safeguarding business interests.

Operational Excellence & Service Improvement

• Continuously assess service performance, customer feedback, incident trends, and operational metrics to identify improvement opportunities.
• Drive automation, process optimization, knowledge management, and productivity initiatives to improve service quality and operational efficiency.
• Establish and maintain service delivery frameworks aligned with ITIL best practices and contractual obligations.

Financial & Resource Management

• Manage AMS financials, including budgeting, forecasting, and cost optimization initiatives.
• Ensure efficient utilization of resources while maintaining service quality and contractual compliance.
• Support business planning, resource forecasting, and workforce management activities.

Risk, Compliance & Governance

• Ensure compliance with contractual requirements, security policies, audit requirements, and regulatory standards.
• Identify, assess, and mitigate operational, delivery, and resource-related risks.
• Lead business continuity, disaster recovery readiness, and operational resilience initiatives.

People Leadership

• Lead, mentor, and develop AMS resources across multiple support functions.
• Manage team performance, succession planning, knowledge retention, and staff development initiatives.
• Foster a high-performance culture focused on accountability, client satisfaction, and continuous improvement.

Project & Transition Support

• Support enhancement projects, technology refresh initiatives, and service transitions into AMS operations.
• Ensure successful handover of project deliverables into support while maintaining operational stability.
• Collaborate with project managers, architects, and technical leads to align delivery roadmaps with operational objectives.

Key Accountabilities

• Overall ownership of AMS service delivery and operational performance.
• Achievement of SLA/KPI targets and contractual service commitments.
• Management of critical production incidents and executive escalations.
• Client satisfaction and relationship management.
• Operational risk management and service continuity.
• Financial accountability for AMS operations.
• Team leadership and talent development.
• Continuous service improvement through automation, AI-enabled capabilities, and operational innovation.

Qualifications

1. PMP (Project Management Professional) Certification or equivalent preferred. ITIL Certification is an added advantage.
2. Bachelor's Degree or higher in Software/Computer Engineering, Technology, or related field.
3. Demonstrates an in-depth understanding of key policies, processes, and methodologies applicable to project management and service delivery.
4. Minimum 10+ years of relevant work experience, including at least 8 years of experience in project management or IT management. Experience managing large-scale programmes, significant project budgets, or large delivery teams is preferred.
5. Strong communication skills with the ability to engage customers, stakeholders, and internal teams.
6. Strong project and people management skills with excellent communication and problem-solving abilities. Able to work within tight schedules, self-driven, and a strong team player.
7. Prior hands-on experience with Enterprise Application development using Java technology and frameworks is preferred.
8. Prior working experience supporting Singapore public sector projects or highly regulated environments is an added advantage.
9. Comfortable working in a dynamic and fast-paced environment.

Other Criteria

• Must be a Singapore Citizen due to project requirements.