Job Profile Name:SDM – Infrastructure – Delivery
Arlington VA- 5 days onsite- no remote
6 months- CTH
We are looking for SDM who would be accountable for service management by demonstrating strong leadership, ensuring service metrics with good stakeholder management.
Role Responsibilities:
- 9 to 12 years’ experience in service management understanding customer needs and oversee service delivery along with governance against the service levels.
- Strong expertise in client-facing roles, driving technology discussions and has worked in onshore-offshore model.
- Overall accountability for end-to-end service delivery, client relationship management, and governance.
- Act as the single point of ownership for overall delivery, performance, and client satisfaction.
- Lead client governance meetings (weekly, monthly, quarterly) and represent all delivery towers.
- Oversee SLA adherence, service health, and overall operational performance across Service Desk and Infrastructure towers.
- Manage stakeholder communication, escalation management, and issue resolution.
- Ensure alignment with contractual obligations, scope, and continuous improvement commitments.
- Coordinate between offshore, nearshore, and onshore teams to ensure unified delivery.
- Review key metrics, major incidents, RCA, and transformation initiatives.
- Drive strategic initiatives (automation, process improvement, innovation roadmap).
- Should have good experience in managing E2E Infra support (Service Desk, Infrastructure, Cloud (AWS), ServiceNow, Applications etc.
- Provide subject matter expertise in Network, CloudOps, Storage, Backup, Linux etc. Service Delivery and leadership in Service Management.
- Deep understanding of service management principles, ITIL standards with experience in application management, continuously evaluate and improve processes to ensure service delivery is efficient and effective.
- Responsible for Incident, Problem, change management and ensuring RCA (root Cause Analysis) process is through adhered.
- Has experience in deriving KPIs around service management and making sure they are outcome driven.
- Skilled at data analysis and trend identification.
- Identify potential risks and highlight for timely mitigation.
- Governance to ensure operations performance is reviewed with a set cadence at various stakeholder levels e.g., Daily, Weekly, Monthly and Quarterly through reports, identifying areas for improvement and change as needed.
- Review CSAT, SLAs, regularly ensuring smooth execution.
- Ensure thorough documentation is well maintained regularly and the knowledge database is updated.
- Excellent verbal and written communication capabilities with ability to interact at different levels of the organization and manage multiple stakeholders at senior level.
- Have experience in agile practices ensuring minimizing backlog of issues reported from production.
- Has experience in managing finances and budgets ensuring contracts are taken care of timely.
- Drive operational excellence to look for areas to optimize through automation roadmap, keep updated with the latest industry trends that can help transform to the next level.
- Ensure Up Skill, Cross Skill of team through set earning and development plan.
