Vriba - Service Delivery Manager - ITIL

About the Role

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 :

- 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 :

- 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 :

- 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 :

- 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 :

- Experience working in Agile, DevOps, or hybrid delivery models.

- Prior experience with contract governance, change control and managed services delivery.