Job Summary
Job Summary : Offshore SDM
Job Description : Job Title\\\\r\\\\nOffshore Service Delivery Manager\\\\r\\\\nLocation\\\\r\\\\nOffshore (India – Bengaluru)\\\\r\\\\nReporting To\\\\r\\\\nGlobal Service Delivery Manager\\\\r\\\\nRole Purpose\\\\r\\\\nThe Offshore Service Delivery Manager (OSDM) is responsible for end-to-end delivery of IT services from the offshore location, ensuring that services are delivered in line with agreed SLAs, OLAs, contractual commitments, cost targets, and quality standards. The role acts as the primary offshore point of accountability for service operations, governance, continuous improvement, and people management, while working closely with onsite customers and stakeholders.\\\\r\\\\nKey Responsibilities\\\\r\\\\nService Delivery & Operations\\\\r\\\\n• Own day-to-day offshore service delivery across agreed service scope (Run/BAU and minor enhancements).\\\\r\\\\n• Ensure SLAs, KPIs, and service levels are consistently met or exceeded.\\\\r\\\\n• Lead Major Incident, Problem, and Change management activities from offshore.\\\\r\\\\n• Drive root cause analysis (RCA) and preventive actions to improve service stability.\\\\r\\\\n• Ensure adherence to ITIL-aligned processes (Incident, Problem, Change, Request).\\\\r\\\\nGovernance & Stakeholder Management\\\\r\\\\n• Act as the main offshore escalation point for service delivery issues.\\\\r\\\\n• Participate in operational, tactical, and service review meetings with onsite and customer stakeholders.\\\\r\\\\n• Provide accurate and timely service reports (SLA dashboards, incident trends, capacity, availability).\\\\r\\\\n• Manage customer expectations and ensure effective communication across geographies.\\\\r\\\\nFinancial & Commercial Management\\\\r\\\\n• Manage offshore cost, productivity, and utilization in line with budget.\\\\r\\\\n• Track effort, demand variability, and ensure delivery efficiency.\\\\r\\\\n• Identify and flag out-of-scope work, supporting commercial discussions with onsite leads.\\\\r\\\\nTeam & People Management\\\\r\\\\n• Lead, mentor, and develop offshore delivery teams across multiple service lines or technologies.\\\\r\\\\n• Ensure adequate staffing, skill coverage, onboarding, and knowledge management.\\\\r\\\\n• Drive performance management, training plans, and succession planning.\\\\r\\\\n• Build a culture of accountability, collaboration, and continuous improvement.\\\\r\\\\nContinuous Improvement & Transformation\\\\r\\\\n• Identify automation, standardization, and process improvement opportunities.\\\\r\\\\n• Drive shift-left and operational excellence initiatives.\\\\r\\\\n• Support transitions, transformations, and service ramp-ups from offshore.\\\\r\\\\n• Leverage data and metrics to improve service quality and cost efficiency.\\\\r\\\\nRisk, Compliance & Security\\\\r\\\\n• Identify delivery risks and implement mitigation plans.\\\\r\\\\n• Ensure compliance with contractual, audit, information security, and customer policies.\\\\r\\\\n• Support internal and customer audits from offshore delivery perspective.\\\\r\\\\nRequired Skills & Experience\\\\r\\\\nExperience\\\\r\\\\n• 10–15+ years of overall IT experience with significant exposure to managed services / service delivery.\\\\r\\\\n• 5+ years in a Service Delivery Manager / Operations Manager role.\\\\r\\\\n• Strong experience working in a global delivery model (offshore–onsite).\\\\r\\\\n• Experience managing large offshore teams and multi-vendor environments.\\\\r\\\\nTechnical & Service Management
Key Responsibilities
Job Responsibilities : Delivery management
Skill Requirements
Skill Requirement : Service Delivery, SLAs and KPIs Management
Other Requirements
Other Requirement : • Manage customer expectations and ensure effective communication across geographies.