IT Delivery Manager - Insurance Domain

Behind Force Tech Solution; Chennai; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Anoud is seeking an Operations Delivery Manager to own end-to-end delivery for our Chennai offshore team, spanning service delivery, platform support, and production operations. This role connects onshore priorities with offshore execution, driving governance, quality, and performance across multiple project streams.

You will lead a cross-functional team, manage capacity, and report on service health, risks, and improvements.

Qualifications

• 12–16 years in IT Operations, Service Delivery, or Technology Delivery Management.
• 6–8 years specifically managing offshore delivery teams reporting into onshore/global stakeholders.
• Proven experience owning service delivery, platform support, and production operations at scale.
• Demonstrated ownership of delivery governance, incident/problem management, and KPI reporting.
• Mandatory: Prior experience working in the Insurance or InsurTech domain.

Responsibilities

• Own end-to-end service delivery across platform support, application support, and production operations.
• Ensure services consistently meet agreed SLAs, OLAs, KPIs, and business expectations.
• Establish clear ownership, accountability, and governance across support and engineering teams.
• Monitor service performance, identify operational risks, and initiate corrective actions.
• Drive operational maturity through standardization, automation, process improvement, and service optimization.
• Provide regular management reporting covering service health, risks, incidents, changes, capacity, and improvement initiatives.

Skills

Service Delivery Management

Platform Support & Operations

SLA/OLA Management

Incident & Problem Management

Delivery Governance

Team Leadership

Capacity Planning

Stakeholder Management

Risk & Escalation Management

Process Improvement

Job description

The Role

Anoud is hiring an Operations Delivery Manager to own end-to-end delivery for our Chennai offshore team spanning service delivery, platform support, and production operations. This person will be the operational backbone connecting onshore business priorities with offshore execution, driving governance, quality, resourcing, and performance across multiple project streams.

Key Responsibilities

1. Overall Service Delivery Management

• Own end-to-end service delivery across platform support, application support, and production operations
• Ensure services consistently meet agreed SLAs, OLAs, KPIs, and business expectations
• Establish clear ownership, accountability, and governance across support and engineering teams
• Monitor service performance, identify operational risks, and initiate corrective actions
• Drive operational maturity through standardization, automation, process improvement, and service optimization
• Ensure business-critical applications and platforms have appropriate support coverage, operational procedures, and escalation mechanisms
• Maintain a strong focus on service availability, reliability, performance, security, and customer experience
• Provide regular management reporting covering service health, risks, incidents, changes, capacity, and improvement initiatives

2. Platform Support Management

• Lead the delivery and operational support of enterprise platforms across cloud, infrastructure, middleware, databases, networks, and related technology services
• Ensure effective monitoring of platform health, availability, performance, and capacity
• Coordinate platform teams during service degradation, outages, and performance issues
• Review platform incidents and identify recurring infrastructure or capacity-related problems
• Drive platform resilience, scalability, disaster recovery, and operational excellence

3. Team & People Management

• Manage and grow team leads and delivery managers
• Own capacity planning and resource allocation against shifting project demand
• Build a culture of ownership and accountability; support career growth and succession planning

4. Stakeholder Management

• Be the go-to offshore contact for onshore leadership and business stakeholders
• Lead governance calls, reporting on delivery health, risks, and wins
• Own escalations end-to-end fast resolution, clear communication

5. Reporting

• Own weekly/monthly operational reporting: SLA adherence, delivery timelines, utilization, productivity, risk status

Required Experience

• 12–16 years in IT Operations, Service Delivery, or Technology Delivery Management
• 6–8 years specifically managing offshore delivery teams reporting into onshore/global stakeholders
• Proven experience owning service delivery, platform support, and production operations at scale
• Demonstrated ownership of delivery governance, incident/problem management, and KPI reporting
• Mandatory: Prior experience working in the Insurance or InsurTech domain

Required Skills

• Service Delivery Management
• Platform Support & Operations
• SLA/OLA Management
• Incident & Problem Management
• Delivery Governance
• Team Leadership
• Capacity Planning
• Stakeholder Management
• Risk & Escalation Management
• Process Improvement

Preferred Certifications

• PMP (Project Management Professional) – Preferred for strong project, delivery, planning, risk, budget, and stakeholder management capabilities
• ITIL 4 Foundation / Managing Professional – Preferred for IT service management, incident, problem, change, SLA, and service governance experience
• PRINCE2 Practitioner – Preferred for structured project governance, delivery controls, risk management, and organizational governance
• Agile / Scrum certification – Desirable for experience working in Agile, DevOps, and product-oriented delivery environments