Onsite Service Delivery Manager (SDM)

Team Leadership and Management

• Lead, mentor, and manage onsite service delivery teams, including engineers, technicians, and support staff.
• Allocate resources effectively to meet client requirements and project deadlines.
• Conduct regular team meetings, performance reviews, and training sessions.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Supervise team activities and ensure alignment with service goals.
• Implement development plans for team members to enhance skills and performance.
• Review team performance metrics and provide feedback for improvement.
• Coordinate staffing needs and manage schedules to ensure coverage.
• Establish clear roles and responsibilities within the team.
• Direct recruitment and onboarding of new team members.

Incident and Problem Management

• Oversee the incident management process, ensuring timely resolution of issues and minimal disruption to client operations.
• Conduct root cause analysis for recurring problems and implement corrective actions.
• Maintain accurate records of incidents, problems, and resolutions for reporting and analysis.
• Cook up with technical teams to resolve complex issues.
• Review incident trends and develop mitigation strategies.
• Implement incident response protocols and ensure team readiness.
• Lead post-incident reviews and document lessons learned.
• Establish communication plans for incident updates to clients.
• Direct escalation procedures for critical incidents.
• Supervise problem resolution efforts and ensure closure within defined timelines.

Change and Transition Management

• Coordinate and manage changes to IT services, infrastructure, or processes at the client site.
• Ensure all changes are communicated, documented, and implemented with minimal risk to ongoing operations.
• Support onboarding and transition activities for new services or projects.
• Review change requests and assess impact on service delivery.
• Implement change management protocols and ensure compliance.
• Lead transition planning and execution for new client engagements.
• Establish documentation for change processes and approvals.
• Cook up training sessions for staff on new procedures.
• Liaise with clients to ensure smooth transitions.
• Direct post-transition reviews to evaluate success and areas for improvement.

Reporting and Documentation

• Prepare and deliver regular service delivery reports to clients and internal management.
• Maintain comprehensive documentation of processes, procedures, and client-specific requirements.
• Ensure compliance with company policies and regulatory standards.
• Review documentation for accuracy and completeness.
• Cook up with teams to gather data for reporting.
• Implement standardized templates for service reports.
• Lead documentation audits and updates.
• Establish version control for service documents.
• Direct creation of client-specific service manuals.
• Supervise documentation practices across the team.

Continuous Improvement

• Identify opportunities for process optimization and service enhancement.
• Lead or participate in initiatives to improve efficiency, reduce costs, and increase client satisfaction.
• Stay updated on industry trends and emerging technologies relevant to service delivery.
• Conduct benchmarking studies to identify best practices.
• Implement feedback mechanisms to gather improvement ideas.
• Review service delivery workflows and recommend changes.
• Coordinate pilot programs for new service models.
• Establish metrics to measure improvement outcomes.
• Direct innovation initiatives within the service team.
• Supervise implementation of improvement projects.

Required Qualifications

• Bachelor’s degree in engineering, Computer Science, Business, or related field (Master's/MBA preferred).
• 10+ years of IT services experience, with 4+ years in a service delivery / engagement management role.
• Proven track record managing onsite-offshore delivery models.
• Strong understanding of ITIL service management; ITIL certification preferred.
• Experience managing SLAs, governance, and client relationships at a senior level.
• Excellent communication, negotiation, and stakeholder management skills.
• Willingness/eligibility to work onsite at the client location in the Americas.

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”):
• 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
• 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.