Subject Matter Expert (Support&Ops)

About the role

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.

What you'll do

• 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

What you need

• Six Sigma
• ITIL
• SOP writing
• Process improvement
• Talent management
• Any graduate