Role descriptionRole OverviewThe 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 Responsibilities1. 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 (ServiceNow).
- 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.
