Senior Service Delivery Manager (SDM)

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on  dxc.com .

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.

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