Service Delivery Manager

•Health & insurance: Comprehensive coverage including General Practitioner, hospitalization, dental, and optical
•Performance incentives: Annual bonus based on individual performance
•Learning & development: Training programs, certification opportunities, and training incentives to support career growth
•Team culture: Regular team-building activities and social events

For this position, we are looking for a Service Delivery Manager who can assist one of our clients - world’s leading and largest graduate business school.

• Manage end-to-end application development, maintenance and support services, ensuring timely delivery and quality standards.
• Lead and manage offshore development teams in India, including developers, technical leads and QA engineers.
• Oversee the software development lifecycle (SDLC), including requirements, development, testing, deployment and production support.
• Coordinate application releases, UAT, deployment schedules and post-release support.
• Act as the primary contact, managing stakeholders, managing communications, expectations and escalations.
• Monitor delivery performance, SLAs, KPIs, project timelines and resource utilisation.
• Drive delivery governance, risk management and continuous improvement across development processes.
• Manage service transition, knowledge transfer, offshore team mobilisation and delivery processes.
• Manage resource allocation, team capacity, skills development and delivery coverage to ensure the offshore team can meet evolving business and project demands.
• Identify and manage delivery risks, dependencies and technical challenges, ensuring compliance with client's security, application development and operational requirements.
• Build strong working relationships with client and internal delivery teams across Singapore and India, ensuring alignment on priorities, expectations and delivery outcomes.
• Contribute to application development transitions, offshore delivery model implementation, outsourcing initiatives and RFP/RFI or tender activities as required.

• At least 8 years of experience in IT service delivery, application development delivery or software project management, with several years in a Service Delivery Manager, Application Delivery Manager or similar leadership role.
• Demonstrated experience managing offshore application development teams, particularly teams based in India.
• Strong understanding of the software development lifecycle (SDLC), including requirements analysis, development, testing, deployment, release management and production support.
• Proven experience managing multi-location teams and coordinating delivery across Singapore, India and other international locations.
• Experience overseeing application releases, deployment planning, change approvals, release readiness and post-deployment support.
• Strong understanding of Agile/Scrum or other software development methodologies, including sprint planning, backlog management, delivery tracking and issue resolution.
• Experience managing delivery timelines, resource allocation, team capacity, project dependencies and competing business priorities.
• Demonstrated ability to manage client relationships, stakeholder expectations, delivery governance, KPIs, service reporting and escalations.
• Experience managing application incidents, defect resolution, problem management and continuous service improvement.
• Good understanding of modern application development practices, including software architecture, APIs, databases, testing, DevOps, CI/CD and version control.
• Strong leadership and communication skills, with the ability to manage developers and technical leads without necessarily performing hands-on development.
• Experience establishing or transitioning offshore development centres (ODCs), managing knowledge transfer and implementing delivery processes would be an advantage.