Subject Matter Expert (Support&Ops)

Job Summary

The Offshore Service Delivery Manager is responsible for providing strategic leadership and operational oversight for the delivery of services from offshore delivery centers. This role ensures the achievement of contractual commitments, service level agreements (SLAs), operational excellence, customer satisfaction, continuous service improvement, and efficient workforce management.

As a key member of the delivery leadership team, the Offshore Service Delivery Manager serves as the primary offshore delivery authority, working closely with client stakeholders, onsite delivery leadership, tower service managers, and cross-functional teams to ensure seamless execution of services, adoption of best practices, operational governance, and business value realization. The role also drives transformation initiatives through automation, AI-enabled operations, process optimization, and continuous improvement programs.

Key Responsibilities

• Own end-to-end service delivery accountability for offshore operations across one or more service towers or client engagements.
• Ensure consistent achievement of contractual obligations, service levels, key performance indicators, and customer experience objectives.
• Drive operational stability, service quality, and delivery excellence across all supported functions.
• Provide leadership during major incidents, service escalations, and critical business-impacting events.
• Establish a culture of accountability, proactive service management, and continuous improvement.

• Build and maintain strong relationships with client stakeholders and business partners.
• Act as the primary offshore escalation point for delivery, operational, and service-related matters.
• Support executive governance, operational reviews, and service management forums.
• Align offshore delivery objectives with client business priorities and strategic outcomes.
• Ensure transparent communication regarding performance, risks, opportunities, and improvement initiatives.

• Ensure adherence to contractual commitments, organizational policies, security requirements, regulatory obligations, and audit controls.
• Govern delivery operations through defined service management frameworks, policies, and standard operating procedures.
• Lead risk identification, mitigation planning, and operational compliance activities.
• Ensure offshore delivery teams support business continuity, disaster recovery, resiliency, and security objectives.

• Monitor service performance through SLA, KPI, customer experience, and operational metrics.

• Support budget planning, financial governance, and contractual performance objectives.
• Ensure resource readiness through effective recruitment, onboarding, succession planning, and skills development.

Skill Requirements

Service Delivery manager who owns the account, run operations and manage PnL

Other Requirements

• ITIL Foundation / ITIL Managing Professional
• PMP or PRINCE2 Practitioner
• Lean Six Sigma Green Belt or Black Belt
• Agile, Scrum, SAFe, or equivalent certifications