Infra SDM

Job Profile Name: SDM Infrastructure Delivery

Arlington VA- X days onsite

X 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:

• X to XX 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.

Qualifications/Experience:

• Any Graduation
• X-1X Years
• Expert level communication skills

Certification (Good to have):

• ITIL
• PMP