Senior Delivery Manager

Anoud Technologies LLC; Chennai; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

Anoud Technologies LLC in Chennai seeks a senior IT Operations and Delivery Leader to own end-to-end service delivery across platform support, application support and production operations. You will drive governance, incident resolution, and continuous improvement across offshore and onshore teams to meet SLAs and business goals.

The role requires 15–20 years in IT Operations or Delivery Management with 6–8 years leading offshore teams, and mandatory Insurance/InsurTech experience.

Qualifications

• 15–20 years of experience in IT Operations, Service Delivery, or Technology Delivery Management.
• 6–8 years of experience managing offshore delivery teams.
• Mandatory: Prior Insurance or InsurTech domain experience.
• Proven experience owning service delivery, platform support, and production operations at scale.
• Strong SLA/OLA, incident, problem, change and governance knowledge.
• Experience in KPI reporting, capacity planning, and risk management.
• Proven ability to lead and develop distributed teams.
• Strong stakeholder management and communication skills.
• Experience driving service improvement and automation initiatives.

Responsibilities

• Own end-to-end service delivery across platform support, application support, and production operations.
• Ensure SLAs, OLAs, KPIs, and business expectations are met.
• Establish governance, accountability, and escalation across teams.
• Monitor performance, identify risks, and implement corrective actions.
• Drive improvements, automation, and operational efficiency.
• Ensure platform availability, reliability, security, and support coverage.
• Prepare and present management reports on service health, incidents, risks, and changes.
• Lead offshore and onshore delivery coordination with global teams.
• Oversee resource planning, capacity management, and utilization.
• Own escalations and maintain transparent stakeholder communication.
• Align offshore operations with business priorities and customer expectations.

Skills

IT Operations

Service Delivery

Delivery Management

offshore delivery

Stakeholder management

Incident management

Change management

Automation initiatives

Job description

• 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 Professional)
• ITIL 4 Foundation or Managing Professional