Service Delivery Manager

About the Company

DXC Technology (NYSE: DXC) is the world's leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC serves nearly 6,000 private and public sector clients across 70 countries. The company's technology independence, global talent and extensive partner alliance combine to deliver powerful next generation IT services and solutions.

We are seeking an experienced Service Delivery Manager to lead the delivery of managed services for a key government customer. This role offers an opportunity to take ownership of a large, complex service environment where customer outcomes, operational excellence, and continual improvement are critical to success.

About the Role

The Service Delivery Manager is the primary operational leader responsible for delivering contracted services and ensuring customer expectations are met or exceeded. You will work closely with technical teams, delivery leaders, project managers, vendors, and customer stakeholders to maintain service stability, manage risk, resolve complex issues, and drive continuous improvement. This role requires a blend of operational leadership, customer engagement, commercial awareness, and service management expertise.

Key Responsibilities

• Service Delivery Leadership - Lead the day to day delivery of managed services across a complex enterprise environment, ensuring SLAs, KPIs, and contractual obligations are consistently achieved. Drive operational excellence, service stability, and positive customer outcomes. Provide leadership during service disruptions and critical incidents, and ensure new services are successfully transitioned into operational support.
• Customer Engagement - Build strong, trusted relationships with customer stakeholders at all levels. Lead service reviews, operational meetings, and governance forums. Act as a trusted advisor, translating technical issues into business outcomes, and manage customer escalations with timely resolution.
• Service Improvement - Develop and drive Service Improvement Plans. Identify opportunities to improve service performance, customer experience, and operational efficiency. Promote automation, innovation, and best practice service management methodologies.
• Governance and Risk Management - Lead monthly and quarterly service governance activities. Provide executive reporting on service performance, risks, issues, and improvement initiatives. Manage service risks and ensure compliance with contractual and regulatory requirements.
• Major Incident Management - Lead operational response activities during major incidents, coordinate technical, vendor, and customer stakeholders to restore service as quickly as possible, conduct post incident reviews, and drive implementation of corrective actions.
• Leadership and Team Development - Coach and develop high performing delivery teams. Foster a culture of accountability, collaboration, and customer focus. Support succession planning and employee engagement initiatives.

About You

• Significant experience in Service Delivery, IT Operations, Managed Services, or Technology Leadership roles.
• Proven success managing complex enterprise or government environments.
• Strong stakeholder management and customer relationship skills.
• Experience leading major incidents, escalations, and service recovery activities.
• Excellent communication and presentation skills, including executive level engagement.
• Strong commercial and operational management capability.
• Ability to thrive in a fast paced, customer focused environment.

Desired Skills and Qualifications

• ITIL Foundation certification or higher.
• Experience working within large scale managed services environments.
• Experience operating within multi vendor delivery models.
• Project management or Agile delivery experience highly regarded.
• Relevant tertiary qualifications in Information Technology, Business, Engineering, or a related discipline.

Why Join DXC?

• Flexible and collaborative working arrangements.
• Career growth and professional development opportunities.
• Exposure to large scale transformation and modernisation programs.
• A culture that values innovation, diversity, and continuous improvement.
• The opportunity to work with some of Australia's most important government and enterprise customers.

Trust, Transform & Thrive with a company whose mission is to lead our clients on their digital transformation journey.