IT Senior Service Delivery Manager (AMS)We are looking for a dedicated IT Senior Service Delivery Manager to lead the delivery of Application Management Services (AMS) for a Singapore Public Sector Managed Services project. This role is responsible for maintaining strong customer relationships, ensuring high service quality, driving operational excellence, and leading cross-functional service delivery teams.
Key responsibilities include managing service delivery, resolving operational issues, tracking service metrics, managing budgets, and ensuring customer satisfaction.
Roles & Responsibilities
- Critical System, AMS Service Delivery ManagerService Delivery LeadershipOwn 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 improvement.
- 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 while effectively managing client expectations.
- 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 and innovation through automation and modern technologies.
Qualifications
- PMP (Project Management Professional) certification.
- ITIL certification is an added advantage.
- Bachelor's degree or higher in Software Engineering, Computer Engineering, Information Technology, or a related field.
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- Demonstrates an in-depth understanding of key policies, processes and methodologies applicable to project management.
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- 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 100+ team.
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- Communication skills to engage customers and internal team whenever necessary
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- Strong project and people management skills.
- Excellent communication and problem-solving abilities.
- Able to work within tight schedules.
- Self-driven and good team player.
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- Preferably have prior hands-on experience with Enterprise Application development using Java technology and frameworks.
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- Prior working experience in Singapore Public Sector projects will be an added advantage.
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- Comfortable working in a dynamic and fast-paced environment.
