Infrastructure Service Delivery Manager

Job Profile Name: SDM - Infrastructure - Delivery Arlington VA- 5 days onsite- no remote $65/hr on C2C or $55/hr on W2 without benefits. 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. Qualifications/Experience: Any Graduation 9-12 Years Expert level communication skills Certification (Good to have): ITIL PMP

Created: 2026-03-04