Offshore Delivery Center Lead

Red River

United States

On-site

USD 120,000 - 180,000

Full time

13 hours ago

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Job summary

Red River is seeking an Offshore Service Desk Manager to oversee the offshore delivery center in India, supporting 200+ customers across industries. You will ensure SLA achievement, process compliance, and continuous service improvement while coordinating with US leadership and account stakeholders.

The role emphasizes process standardization, automation, and scalable growth, with governance of transitions from onshore to offshore workloads and strong emphasis on collaboration and client success.

Qualifications

Must display strong collaboration and teamwork to lead offshore teams.
Demonstrates creativity and initiative in process improvements.
Shows empathy for clients and internal stakeholders in a MSP context.
Exhibits integrity in handling feedback, reporting, and governance.
Uses sound judgment to balance client needs, risk, and cost.
Shows purpose and courage to pursue truth and continuous improvement.
Builds resilience to adapt to changing offshore environments.
Acts with selflessness to support team success and client outcomes.

Responsibilities

Oversee offshore delivery center performance, SLAs, and customer requirements.
Monitor queue health, workload distribution, and team productivity to ensure service levels.
Govern backlog management, reduce aging tickets, and mitigate service risks.
Lead major service escalations and coordinate timely resolutions and corrective actions.
Manage service reviews with stakeholders to drive improvements and satisfaction.
Lead ticket quality assurance programs for accuracy and compliance.
Report key metrics to U.S. leadership and drive expansion efforts.