Onsite Service Delivery Manager

Job Description

Experience: 10–15+ years in IT Infrastructure / Managed Services / Service Delivery.
Minimum 4–5 years in a leadership or customer‑facing role.

Role Overview

The Onsite Service Delivery Manager (SDM) will act as the primary interface between the client and delivery organization , ensuring seamless execution of IT services in alignment with contractual SLAs, KPIs, and business objectives. This role is responsible for service governance, stakeholder engagement, operational performance, escalation management, and continuous improvement , while coordinating closely with offshore teams, vendors, and internal stakeholders.

Key Responsibilities

1. Service Delivery & Operations

• Own end-to-end service delivery for all in-scope IT services at client location
• Ensure adherence to SLAs, KPIs, OLAs , and contractual commitments
• Drive incident, service request, p...