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.
- Solid 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