Service Delivery Manager

Company Description

Sopra Steria is a listed European technology leader specializing in Consulting, Digital Services, and Software. With over 51,000 employees worldwide across Europe, North America and Asia, the Group supports organizations in driving their digital transformation and delivering sustainable business value.

In Asia Pacific, Singapore serves as the regional headquarter for Sopra Steria’s Infrastructure, Cloud and Cybersecurity services.

Job Description

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.

Responsibilities:

• 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.

Qualifications

• 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.

Additional Information

•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