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 (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.
Skills
Mandatory Skills : Project Governance, Stakeholder Management
Good to Have Skills : Account Management & Mining, Risk/Crisis Management
Other details
Variable Compensation: This position includes a bonus or variable payout component based on individual and organizational performance. Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity.
Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):
Benefits and Perks:
- Comprehensive Medical Plan Covering Medical, Dental, Vision
- Short Term and Long-Term Disability Coverage
- 401(k) Plan with Company match
- Life Insurance
- Vacation Time, Sick Leave, Paid Holidays
- Paid Paternity and Maternity Leave
The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.
Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.
LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.
Benefits
Compensation range: $78,998.00 to $141,574.00 per year
About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI — enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM — a Larsen & Toubro company — owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/
