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.
- Strong 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 Qualified)
ITIL 4 Foundation or Managing Professional
PRINCE2 Practitioner
Agile or Scrum certification

For More Details
Contact - Magimai - View phone number on foundit.in

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