IT Service Delivery Manager (SDM)

This requirement is for a Singapore Public Sector Managed Services Project under DXC. We are looking for a dedicated service delivery manager to be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. The main tasks of a service delivery manager, however, include managing projects, fixing reliability issues, tracking service metrics, managing budgets, and leading the service delivery team.

Job Descriptions:

Main Responsibilities for IT Service Delivery Manager

Maintaining positive relationships with customers.

• Identifying customer needs and overseeing service delivery within the business context. Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
• Determining ways to reduce costs without sacrificing customer satisfaction.
• Assessing customer feedback and using your creativity to establish, improve, and refine services.
• Remaining organized and meeting deadlines.
• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.

Manages project financials including P&L

• Meets or exceeds approved budgets given by management
• Provides reliable financial forecasts to management

Manages business development

• Identifies and develops new opportunities on current project
• Supports qualification and opportunity assessment for opportunities

Manages client relationships

• Manages mid to upper-level client delivery relationships
• Represents DXC to engage with external customers/clients
• Resolves project issues quickly to maintain client satisfaction while protecting DXC's interests

Manages project team

• Manages and develops project team to achieve project/program objectives
• Manages internal as well as external resources with a team size of ~ 50 people
• Mentors and encourages skill development of project team members
• Provides performance review input and indication of area of development for team members

Project Reporting

• Continuously mines program data to assess overall contribution of program to business success.
• Provide timely and concise updates to internal stakeholders and the Client on the progress of production issues.

 

Operations Management:

• Manage support engineers (internal, subcontractors or third-party maintainers)
• Ensures adequate communication with customer and internal stakeholders through meetings and reporting
• Proposes improvements to maintenance strategy throughout the life of the contract
• Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
• Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
• Prepares and presents Weekly Reports to customer
• Able to work in a shift based on Roster

8) Incident Management:

• Drive all major incidents to resolution as quickly as possible
• Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)
• Ensures adequate communication with customer and internal stakeholders through meetings and reporting
• Proposes improvements to maintenance strategy throughout the life of the contract
• Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
• Understands technical specification and client requirements, and solution architecture
• Defines strategy and manages maintenance activities for simple solutions
• Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
• Prepares and communicates Supports Activities Reports
• Presents results to customer
• Ensure that incidents meet the Service Level Agreement (SLA)
• Provide coordination across all support teams to ensure timely resolution of incidents
• Escalate all process breakdown related cases causing either a delay in resolution or an actual SLA breach
• Participate in regular incident meetings to review open incidents and drive timely closure
• Prepare periodic service reports for stakeholders
• Perform analysis to identify incident trends
• Review incidents to ensure that they documented correctly in the Incident report as per the Incident Management process
• Track and report all Incident Management related KPIs
• Perform post incident review for major incidents to capture lessons learned and ensure closure of improvement plans

9) Problem Management:

• Run root cause analysis meetings to identify root cause, lesson learnt, and preventive actions
• Work with various support teams to drive problem tickets to closure
• Track follow up actions ensuring timely closure of problem tickets
• Perform analysis to identify and register problem tickets
• Gatekeeper of all known errors
• Track and report all problem management related KPIs

Qualifications for IT Service Delivery Manager

PMP (Project Management Professional) Certification or equivalent preferred. Or the Project Management Professional (PMP) Certification path. ITIL Certification is added advantage. Bachelor’s Degree or higher in Software/Computer Engineering, Technology or related field. Demonstrates an in-depth understanding of key policies, processes and methodologies applicable to project management.

Minimum 10+ years relevant work experience including at least 8 years experience in project management or IT Management. Should have handled at least $10M project or managed 40+ team. Communication skills to engage customer and internal team whenever necessary

Strong project and people management skills. Excellent communication and

problem-solving abilities. Able to work within tight schedules. Self-driven and good team player.

Preferably have prior hands-on experience with Enterprise Application development using Java technology and frameworks.

Prior working experience in Singapore Public Sector projects will be an added advantage. Comfortable to work in a dynamic and fast-paced environment. Able to be on rotating 12 hours shift of 24 X 7.

Other Criteria:

- Must be a Singapore Citizen

- Must be security cleared by the project