What are the responsibilities and job description for the Manager Program Management - governance, client management, transitions, risk management and ITIL position at Smart IT Frame LLC?
Job Title: Senior Service Delivery Manager - Infrastructure, Project Governance, ITIL, NOC
Location: Bloomington - Illinois (Onsite)
Employment Type: Fulltime/ Permanent
About Smart IT Frame:
At Smart IT Frame, we connect top talent with leading organizations across the USA. With over a decade of staffing excellence, we specialize in IT, healthcare, and professional roles, empowering both clients and candidates to grow together.
Note:
- It is a senior leadership-level Project/Program Management role focused on governance, client management, transitions, risk management, and successful delivery of complex IT initiatives.
- This is not a technical hands-on engineering role.
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.
Key Responsibilities
1. Service Delivery & Operations Governance
2. Transition & Transformation Ownership
3. Customer Stakeholder Management
4. Offshore / Nearshore Delivery Coordination
5. Risk, Compliance & Process Discipline
6. Continuous Improvement & Stabilisation
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
Mandatory Skills: Project Governance, Stakeholder Management
Good to Have Skills: Account Management & Mining, Risk/Crisis Management