Service Delivery Manager

The Onsite Infrastructure Service Delivery Manager (Infra SDM) will act as the single-point owner for end-to-end Infrastructure service delivery at 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
.

1. Service Delivery & Operations Governance

• 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 at onsite.
• Drive root cause analysis (RCA), corrective and preventive actions (CAPA).

2. Transition & Transformation Ownership

• Lead onsite transition execution covering:
  • Knowledge Transfer (KT)
  • Shadow & Reverse Shadow
  • 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.

3. Customer Stakeholder Management

• 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.

4. Offshore / Nearshore Delivery Coordination

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

5. Risk, Compliance & Process Discipline

• 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
  .

6. Continuous Improvement & Stabilisation

• 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).
• Prior onsite customer-facing role experience

• Strong understanding of ITIL-based service delivery
  , Hands‑on exposure to ITSM tools (Service Now).
• Working knowledge of EUC technologies
  , monitoring tools, access management, 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.

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Short Term and Long‑Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation…