Infrastructure Service Delivery Manager - Project Governance, Stakeholder Management

Infrastructure Service Delivery Manager Role Overview

The Onsite Infrastructure Service Delivery Manager (Infra SDM) will act as the single-point owner for end-to-end Infrastructure service delivery at the customer site, ensuring transition execution, operational stability, governance rigor and customer satisfaction across Service Desk, TOC and EUC towers. This role plays a critical bridge between customer stakeholders and offshore / nearshore delivery teams, especially during transition, shadow, reverse shadow, and steady-state phases.

• Own end-to-end service delivery for Infrastructure towers – Service Desk, TOC, and EUC.
• Ensure SLA / KPI adherence, service quality, and continuous improvement post-transition.
• Track and manage daily operations, escalations, incidents, and major issues onsite.
• Drive root cause analysis (RCA), corrective and preventive actions (CAPA).

• Lead onsite transition execution covering:
• Knowledge Transfer (KT)
• Operational handover to steady state
• Ensure KT coverage, SOP signoffs, playbacks, and handbooks are completed and approved.
• Closely track transition milestones, RAID logs, and risk mitigations with offshore leads.
• Support tool onboarding and stabilisation (ITSM, Monitoring, End-user tools, Telephony, etc.).
• Act as primary onsite face for Infrastructure services to customer leadership and SMEs.
• Drive weekly / monthly governance reviews, status reporting, and executive updates.
• Handle escalations, expectations management and service recovery conversations.
• Build strong working relationships with customer SMEs across Service Desk, TOC, and EUC.

• Provide day-to-day direction and prioritisation to offshore and nearshore SDMs / Leads.
• Validate staffing adequacy, coverage models, and shift alignment.
• Identify risks arising from single-resource dependency or skill gaps and propose mitigation.

• Own and govern RAID logs, transition trackers, and documentation matrices.
• Ensure process compliance (ITIL, security, access governance, audit readiness).
• Validate adherence to customer policies, SOPs and service governance models.
• Identify operational inefficiencies and improvement opportunities.
• Drive automation, process optimisation, and service maturity initiatives.
• Support post-transition service stabilisation and experience improvement.

• 12+ years of IT Infrastructure experience with 5+ years in Service Delivery / SDM roles.
• Strong experience managing Infrastructure Services:
  Service Desk, TOC and End User Computing (EUC).
• Proven experience in large-scale transitions (KT, Shadow, Reverse Shadow).

• Strong understanding of ITIL-based service delivery, hands‑on exposure to ITSM tools (Service Now).
• Working knowledge of EUC technologies, monitoring tools, access management, and enterprise infra operations.
• Ability to interpret SLAs, dashboards, trends and operational metrics.

• Strong customer communication and stakeholder management skills.
• Ability to independently handle escalations and executive conversations.
• Proven leadership managing multi‑tower, multi‑geo delivery teams.
• Structured, data‑driven and detail‑oriented approach.

Mandatory

Skills:

• Project Governance
• Stakeholder Management

Good to Have

Skills:

• Account Management & Mining
• Risk/Crisis Management