Service Delivery Manager Job Bloomington area,Illinois USA,IT/Tech

Role description

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 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.

Key Responsibilities

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.).

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.

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.

Experience

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

Technical & Functional Skills

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.

Leadership & Communication

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.