Key Responsibilities
1. Service Delivery Management
• Own end-to-end service delivery across platform support, application support, and production operations.
• Ensure adherence to agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), KPIs, and business expectations.
• Establish delivery governance, accountability, service ownership, and escalation mechanisms across support and engineering teams.
• Monitor service performance, identify operational risks, and implement corrective and preventive actions.
• Drive service improvement, process standardization, automation, and operational efficiency.
• Ensure application availability, reliability, performance, security, and appropriate support coverage.
• Prepare and present management reports covering service health, incidents, risks, changes, capacity, and improvement initiatives. 2. Platform Support and Production Operations
• Lead enterprise platform support across cloud infrastructure, middleware, databases, networks, and related technology services.
• Monitor platform availability, performance, capacity, and operational health.
• Coordinate technical teams during critical incidents, service outages, and performance degradation.
• Drive incident management, problem management, root-cause analysis, and permanent resolution of recurring issues.
• Ensure effective change management, disaster recovery readiness, business continuity, and operational resilience.
• Identify opportunities to improve platform scalability, reliability, monitoring, and service quality 3. Offshore Delivery and Team Leadership
• Manage and develop team leads,



delivery managers, and technical support teams.
• Own resource planning, capacity management, utilization, and allocation against changing business requirements.
• Coordinate offshore execution with onshore leadership and globally distributed teams.
• Establish clear performance expectations and promote accountability, collaboration, and continuous improvement.
• Support employee development, succession planning, and leadership capability building. 4. Stakeholder and Escalation Management
• Act as the primary offshore point of contact for onshore leadership and global business stakeholders.
• Lead operational governance meetings and communicate delivery performance, service risks, and improvement plans.
• Own escalations end-to-end, ensuring timely resolution and transparent stakeholder communication.
• Build strong working relationships with business, technology, infrastructure, and application support teams.
• Align offshore operations with business priorities, customer expectations, and organizational objectives. 5. Reporting and Performance Management
• Own weekly and monthly operational reporting covering SLA compliance, incident trends, delivery performance, utilization, productivity, and risks.




• Track service KPIs and operational metrics to identify performance gaps and improvement opportunities.
• Present service health, root-cause findings, risk assessments, and improvement initiatives to senior management.
• Drive accountability for service performance and ensure timely closure of agreed action items. Required Experience and Skills
• 15–20 years of experience in IT Operations, Service Delivery, or Technology Delivery Management.
• 6–8 years of experience managing offshore delivery teams supporting onshore or global stakeholders.
• Mandatory: Prior experience in the Insurance or InsurTech domain.
• Proven experience owning service delivery, platform support, application support, and production operations at scale.
• Robust understanding of SLA/OLA management, incident management, problem management, change management, and service governance.
• Experience in delivery governance, KPI reporting, capacity planning, resource utilization, and operational risk management.
• Demonstrated experience managing team leads and distributed technical teams.
• Strong stakeholder management, escalation handling, communication, and leadership skills.
• Experience driving service improvement, process optimization, operational resilience, and automation initiatives. Preferred Certifications
• PMP (Project Management Professional)
• ITIL 4 Foundation or Managing Professional
• PRINCE2 Practitioner
• Agile or Scrum certification For More Details Contact
- Magimai
- (phone hidden)

📌 Senior Delivery Manager (Chennai)
🏢 Anoud Technologies
📍 Chennai