Offshore Service Delivery Manager

At Red River Managed Services we provide a welcoming and positive workplace where everyone feels valued and able to do their best work fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data experience and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.

Our team works directly with our clients to create innovative solutions challenge the status quo and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.

We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

• Collaboration You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.
• Creativity You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value brainstorming as an expression.
• Empathy You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.
• Integrity You willingly receive and give feedback; you are open about whats working and what needs to improve; you admit mistakes openly and share learnings widely.
• Judgment You are intentional when making decisions with an aim toward long-term solutions rather than quick fixes; you rely on data training and collaboration with others to inform your decisions.
• Purpose You exhibit courage in searching for the truth; you are willing to risk personal failure to help or challenge the status quo in the pursuit of excellence.
• Resilience You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.
• Selflessness You are considerate when searching for new and different ideas; you seek whats best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

The Offshore Service Delivery Manager (SDM) will oversee the operational performance growth and process alignment of our offshore delivery center in India. This role is responsible for ensuring consistent high-quality service desk support for more than 200 customers across multiple industries while maintaining SLA KPI and process compliance.

A key responsibility of this position is to identify evaluate and operationalize additional service desk workloads from onshore teams to offshore teams expanding offshore delivery capabilities in alignment with business objectives. The Offshore SDM will partner with the sourced Offshore Program Manager and U.S. Service Desk leadership to improve processes monitor productivity and ensure operational efficiency.

This role includes accountability for monthly invoice reviews and audits ensuring financial accuracy compliance and risk mitigation. The position operates at a strategic and operational management level to ensure offshore delivery excellence and continuous growth without direct responsibility for training hiring or termination of offshore personnel.

Primary Position Tasks

Operational Delivery & Oversight

Partner with the Happiest Minds Program Manager to oversee offshore delivery center performance and adherence to established processes and SLAs.

Monitor team productivity utilization and overall delivery effectiveness.

Identify recurring service delivery issues escalate appropriately and implement corrective process improvements.

Conduct operational reviews and audits to ensure compliance with quality security and contractual requirements.

Track and report key metrics including SLA adherence productivity process compliance and expansion progress to U.S. leadership.

Expansion & Growth

Work with U.S. Service Desk and Market Unit leadership to identify and evaluate workloads suitable for offshoring at the account and task level.

Build and manage a pipeline of service desk functions that can be transitioned to offshore teams.

Develop transition plans in collaboration with the Program Manager to ensure smooth operationalization of new work.

Highlight business impact and value created through expanded offshore delivery.

Process & Continuous Improvement

Drive standardization of processes and documentation across the offshore delivery center.

Partner with the Program Manager to address process gaps reduce inefficiencies and implement improvements.

Ensure knowledge management practices are followed (KBA usage updates and compliance).

Financial Oversight

Perform monthly invoice reviews and audits to validate accuracy and alignment with contracted resources.

Partner with finance and MS leadership to identify cost optimization opportunities and mitigate financial risk.

Stakeholder Engagement

Serve as the offshore management point of contact for U.S. Service Desk and Market Unit leadership.

Provide regular reporting on offshore performance productivity and expansion efforts.

Support escalation management when offshore issues require senior-level attention.

Collaborate with cross-functional teams including Finance HR and Program Management to ensure alignment of operational financial and contractual objectives.

Engage with Sales as needed to promote MS offshore capability in proposals and presentations

Minimum Education/Certification/Experience Requirements

Bachelors degree in information technology Business Management or equivalent experience.

8 years in IT Service Desk/Operations with at least 35 years in a management capacity.

Strong background in Managed Service Provider (MSP) delivery models with experience of scaling offshore operations.

Demonstrated experience with offshore service delivery productivity management and process improvement.

Strong financial acumen including experience with invoice validation and operational audits.

Excellent written and spoken English communication skills.

Preferred Education/Certification/Experience

ITIL Foundation Certification (v3/v4).

Experience identifying evaluating and transitioning IT workloads to offshore delivery centers.

Proven track record managing cross-cultural teams and working with U.S.-based leadership.

Knowledge of ITSM practices SLA management and productivity metrics.

Knowledge Skills and Abilities

Solid understanding of ITSM tools (ServiceNow or equivalent).

Familiarity with systems networks cloud platforms and security environments.

Ability to analyze data and create actionable performance and productivity reports.

Strategic thinker with operational execution discipline.

Strong relationship-building and stakeholder management skills.

Special Requirements

This role while based in the US will require a high mix of hours spent working Indian Standard Time (IST) and will be required to travel to Happiest Minds delivery center in Bengaluru India. This travel may be extended from time to time depending on client requirements and delivery issues

Red River offers a competitive salary excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.

In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973 the Vietnam Veterans Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990 applicants that require accommodation in the job application process may contact. PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River.

Red River does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River hasan active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our ApplicantTracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.