Job Description

Experience

10 15+ years in IT Infrastructure / Managed Services / Service Delivery
Minimum 4 5 years in a leadership or customer-facing role

Role Overview

The Onsite Service Delivery Manager (SDM) will act as the primary interface between the client and delivery organization , ensuring seamless execution of IT services in alignment with contractual SLAs, KPIs, and business objectives.

This role is responsible for service governance, stakeholder engagement, operational performance, escalation management, and continuous improvement , while coordinating closely with offshore teams, vendors, and internal stakeholders.

Key Responsibilities

1. Service Delivery & Operations

• Own end-to-end service delivery for all in-scope IT services at client location
• Ensure adherence to SLAs, KPIs, OLAs , and contractual commitments
• Drive incident, service request, problem, and change management processes
• Monitor service performance and implement corrective actions to improve service quality

2. Client & Stakeholder Management

• Act as the single point of contact (SPOC) for client stakeholders
• Build strong relationships with business and IT leadership
• Conduct daily/weekly/monthly governance meetings
• Provide executive-level updates, dashboards, and service reviews (SteerCo)

3. Incident & Escalation Management

• Lead major incident management (P1/P2) and ensure timely resolution
• Drive RCA reviews and track corrective and preventive actions (CAPA)
• Manage critical escalations with a proactive and assertive approach

4. Team & Vendor Management

• Coordinate with onsite, offshore, and third-party teams
• Ensure optimal resource utilization and skill alignment
• Monitor vendor performance and compliance with SLAs
• Foster a collaborative and high-performance team environment

5. Service Governance & Reporting

• Establish strong governance frameworks and reporting cadence
• Publish RAG status, service dashboards, and KPIs for leadership review
• Track metrics such as:
  • SLA compliance
  • Incident resolution trends
  • Same-day closure rates
  • Ticket backlog and aging

6. Continuous Improvement & Transformation

• Identify opportunities for automation, optimization, and cost efficiency
• Drive process standardization and best practices (ITIL framework)
• Lead initiatives in:
  • ServiceNow / ITSM optimization
  • End-user experience improvements
  • Automation (e.g., Power BI, scripting, integrations)

7. Transition & Change Management

• Support service transitions and stabilization (project to BAU)
• Ensure smooth onboarding of new services or enhancements
• Govern change implementation with minimal business disruption

Required Skills & Competencies

Technical & Process

• Strong expertise in ITIL-based service management processes
• Experience in IT infrastructure services (EUC, network, cloud, service desk, etc.)
• Familiarity with tools like ServiceNow, Power BI, monitoring tools

Leadership & Functional

• Strong stakeholder management and communication skills
• Proven ability in handling escalations and crisis situations
• Experience managing global delivery models (onsite/offshore)
• Data-driven decision-making and analytical mindset

Soft Skills

• Excellent communication and presentation skills (executive-level)
• Strong problem-solving and decision-making ability
• High ownership, accountability, and customer focus

Qualifications

• Bachelor's degree in Engineering, IT, or related field
• ITIL Certification (preferred)
• PMP / Prince2 (good to have)

Success Criteria

• Consistent SLA and KPI achievement
• High customer satisfaction (CSAT) scores
• Reduction in incidents, backlog, and recurring issues
• Improved operational efficiency and automation adoption

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