Offshore Service Delivery Manager

Job Title: Offshore Service Delivery Manager

Location: Pune (Hybrid) - 3DaysWFO & 2Days WFH

Working Hours: 02.00PM IST to 11PM IST

Experience Required: 15+ years in IT Service Delivery, with people and portfolio management experience

About the Rol

We are seeking a proactive and experienced Offshore Service Delivery Manager to lead the delivery of IT services to global clients. This role requires strong people leadership skills combined with the ability to manage a portfolio of client engagements or service lines. You will be responsible for ensuring high-quality service delivery, managing offshore resources, and driving customer satisfaction while contributing to strategic growth and operational excellence

.

Key Responsibilities

• Service Delivery Management
• Ensure consistent, high-quality delivery of services in accordance with SLAs and KPIs.
• Serve as the primary offshore point of contact for service escalations, performance reviews, and continuous improvement.

Coordinate with onshore and offshore stakeholders to align on priorities, risks, and resolutions.

Lead incident and problem management processes, including RCA and long-term resolution strategies.

People Management

Manage and mentor offshore delivery teams, including team leads and individual contributors.

Oversee resource allocation, workload balancing, performance management, and training plans.

Build a culture of accountability, service excellence, and continuous learning within the team.

Portfolio Management Oversee a portfolio of service engagements or client accounts supported from offshore.

Track portfolio-level metrics including profitability, resource utilization, and delivery performance.

Drive customer satisfaction, renewal rates, and identify opportunities for upselling or service expansion.

Collaborate with business development and account management teams to support growth initiatives.

Required Skills and Qualification

Bachelors degree in IT, Engineering, Business, or related field; PMP and/or ITIL certification preferred. 8+ years of experience in IT service delivery or operations, with at least 5 years managing teams.

Demonstrated experience managing delivery across multiple accounts, projects, or service lines.

Excellent leadership, stakeholder management, and communication skills.

Strong understanding of ITIL processes and service management tools (e.g., ServiceNow, Jira).Financial acumen to manage service budgets, forecasts, and profitability analysis.

Preferred Skills

Exposure to cloud environments (AWS, Azure), enterprise applications (e.g., SAP, ServiceNow), or ITSM platforms. Experience working in Agile, DevOps, or hybrid delivery models.

Prior experience with contract governance, change control and managed services

delivery.