Service Delivery Manager– Custom Applications

Service Delivery Manager– Custom Applications

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Job Description

The Account Delivery Manager is a direct client contact position responsible for leading delivery of all high value and in‑scope contracted services across all involved service delivery towers, ensuring that performance goals and cost commitments are met. The ADM works with business partners and vendors using their leadership skills and technical knowledge to develop, implement and lead a customer‑centric Account Service Team (AST) operational model driving best‑in‑class TCE and quality. The ADM promotes Customer Satisfaction through efficient, effective delivery of services, proactively managing issues that could impact service delivery, and identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination. The ADM understands the client at the local, country, region and WW level to analyze delivery requirements, contribute to the client’s strategic business plan, and create incremental revenue opportunities. The ADM owns the cost expense within the account and actively seeks opportunities to drive down the cost of delivery. The ADM manages overall delivery commitments to the customer as the single point of delivery accountability within each account for meeting delivery targets, service excellence, and operating within the POR financial model and is the principal contact for all service operational and tactical issues for the client and the company delivery organizations. The ADM develops and nurtures an excellent client relationship at the executive level along with supporting the Client Manager in establishing the customer as a Reference Account and supporting growth opportunities.

Responsibilities

• Develop and nurture senior management or executive‑level relationships with the customer.
• Own customer operational relationship and drive excellent customer satisfaction.
• Understand customer at local, country, region & WW level to analyze delivery requirements and contribute to customer strategic business plan.
• Develop strategies and processes with the customer in areas such as performance metrics and measurement, escalation change management and communication.
• Principle contact for operational & tactical issues representing delivery of all services; manage customer expectations by developing performance metrics & reporting, escalation management & communication plan.
• Own cost target commitments for all service delivery requirements, developing, implementing & monitoring expense controls.
• Effectively and proactively manage risk for high to very high risk projects.
• Hire and lead cross‑functional team including 3rd‑party vendors to ensure performance goals are met for all in‑scope services across all towers, identifying & analyzing gaps to develop & implement corrective action plans.
• Develop & lead AST & all delivery organizations to timely, cost‑effective delivery of SLA requirements, identifying & recommending optimization while managing scope, resources & coordination.
• Develop & manage account service delivery plan; contribute to strategic account plan.
• Negotiate with and manage 3rd‑party vendors contributing to contractual requirements.
• Develop solutions and participate in presales & change order negotiations representing & approving delivery capability & cost solution.
• Identify incremental revenue opportunities and support pursuit activities.
• Assure compliance with the company and customer HR, PR, legal, financial, ethics and government related policies, strategies and processes.
• Contribute to organization strategic business plan to drive the company's goals and initiatives.
• Identify cross‑business‑unit optimization opportunities and drive improvement effort.
• Develop and drive knowledge management strategies to drive organizational maturity.
• Contribute to development and implementation of ADM methodology and tools to support customer engagement model.
• Manage ADM resource pool: forecast resource requirements and staff to meet demand.
• Align ADM resources to business needs ensuring optimisation of staff talent and expertise.
• Identify and hire top talent to achieve business results.
• Coach and mentor team to achieve best‑in‑class TCE, drive down cost of delivery and achieve trusted advisor status with customer.
• Continually develop ADM teams: improve performance of underachievers or take appropriate corrective action.
• Promote customer strategy development by ADMs to grow account into reference site.
• Contribute to strategic growth plans.
• Ensure knowledge management is captured, documented and leveraged for improved performance.
• Manage FPR process.
• Support team in executing responsibilities, removing barriers when necessary.
• Escalate major Account Delivery Management issues to higher management with recommendations to address.
• Create a working environment that is conducive to individual growth and high performance, challenging and rewarding.
• Achieve diversity and other HR goals.

Education and Experience Required

• First Level University Degree or equivalent combination of education and experience.
• 8–12 years relevant business experience.
• Multi‑cultural and cross‑region experience desired.
• ITIL/ITSM experience.

Knowledge and Skills

• Build & manage strong customer relationship at the executive level.
• Excellent influence & negotiation skill.
• Apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.
• Understand & analyze an issue or problem to develop & implement a corrective action plan.
• Apply appropriate knowledge and methods to resolve very complex business issues.
• Leadership ability to build & manage a cross‑cultural, cross‑tower, cross‑business team for effective & efficient customer support.
• Proactively & effectively manage risk on high to very high risk projects.
• Coach & mentor experts & specialist ADM/DDMs.
• Develop & consistently apply Quality & Continuous Improvement Plans.
• Develop & present high impact message to executive level management.
• Excellent communication skills: verbal, written & presentation with the capability to represent the company at external customer & industry events.
• Industry sector knowledge (finance, manufacturing, etc. ).
• Crisis & conflict management.
• In‑depth knowledge of corporate, public, and legal policies as applicable for Outsourcing programs.
• Lead and coordinate large teams, often WW and virtual.
• Cultural sensitivity across multiple geographies.
• Negotiate within workgroups, customers and company management.
• People management ability.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in‑person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud awareness: Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

Seniority level

Director

Employment type

Full‑time

Job function

Project Management and Information Technology

Industries

IT Services and IT Consulting

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