Offshore Delivery Center Manager

Red River; United States; On-site; USD 120,000 - 180,000; Full time

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.

Skills

Collaboration

Creativity

Empathy

Integrity

Judgment

Purpose

Resilience

Selflessness

Education

Bachelor's degree

ITIL Foundation Certification

Job description

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.

Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.

We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

• Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.
• Creativity— You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value "brainstorming" as an expression.
• Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.
• Integrity— You willingly receive and give feedback; you are open about what's working and what needs to improve; you admit mistakes openly and share learnings widely.
• Judgment— You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.
• Purpose— You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.
• Resilience— You thrive in rapidly changing circumstances; you adapt to change; you know when to include or elevate to others; you embrace a hard challenge.
• Selflessness— You are considerate when searching for new and different ideas; you seek what's best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

The Offshore Service Desk Manager oversees the operational performance, service quality, governance, and growth of the offshore delivery center in India, supporting more than 200 customers across multiple industries. This role ensures SLA and KPI achievement, queue and backlog health, ticket quality, ITSM process compliance, effective escalation management, and continuous service improvement.

The position partners with the Offshore Program Manager, U.S. Service Desk leadership, and account stakeholders to conduct service reviews, monitor productivity and operational risks, coach offshore leadership, strengthen customer account governance, and drive corrective actions. It also identifies, evaluates, and transitions additional service desk workloads from onshore to offshore teams in alignment with business objectives.

The role leads operational transformation through process standardization, automation, and scalable service improvements. It also oversees monthly invoice reviews and audits to ensure financial accuracy, compliance, cost optimization, and risk mitigation. The role provides functional leadership and operational oversight but does not have direct authority for hiring, termination, or formal personnel training.

Primary Position Tasks

Operational Delivery & Oversight

• Partner with the Program Manager to oversee offshore delivery center performance and adherence to established processes, SLAs, and customer requirements.
• Monitor queue health, workload distribution, team productivity, and utilization to maintain service levels and operational efficiency.
• Govern backlog management efforts to reduce aging tickets, address recurring delays, and minimize service risk.
• Provide oversight of major service escalations, coordinating timely resolution, risk mitigation, and corrective actions.
• Oversee service review activities to address performance, risks, customer satisfaction, and improvement opportunities.
• Lead ticket quality assurance programs that improve consistency, accuracy, and compliance in ticket handling.
• Track and report key metrics, including SLA adherence, productivity, process compliance, escalation trends, backlog health, and expansion progress, to U.S. leadership.

Expansion & Growth

• Work with U.S. Service Desk leadership to identify and evaluate workloads suitable for offshoring.
• Build and manage a pipeline of service desk functions that can be transitioned to offshore teams.
• Develop transition plans in collaboration with the Program Manager to ensure smooth operationalization of new work.
• Highlight business impact and value created through expanded offshore delivery.

Process & Continuous Improvement

• Drive standardization of processes and documentation across the offshore delivery center.
• Partner with the Program Manager to identify process gaps, reduce inefficiencies, and implement sustainable improvements.
• Ensure adherence to ITSM processes, operational standards, customer requirements, and knowledge management practices, including KBA usage and updates.
• Lead operational transformation initiatives focused on automation, service standardization, continuous improvement, and scalable growth.
• Perform monthly invoice reviews and audits to validate accuracy and alignment with contracted resources.
• Partner with finance and leadership to identify cost optimization opportunities and mitigate financial risk.

Stakeholder Engagement

• Build and maintain strong strategic partnerships with offshore team leadership to drive operational alignment, service excellence, and business objectives.
• Serve as the offshore management point of contact for U.S. Service Desk leadership.
• Provide regular reporting on offshore performance, productivity, service risks, and expansion efforts.
• Guide offshore leadership through performance reviews, operational oversight, accountability, and continuous improvement initiatives.
• Oversee customer account governance to align service performance, customer satisfaction, risk management, and strategic account objectives.
• Collaborate with cross-functional teams, including Finance, HR, Program Management, and account leadership, to align operational, financial, contractual, and customer objectives.

Minimum Education/Certification/Experience Requirements

• Bachelor's degree in information technology, Business Management, or equivalent experience.
• 8+ years in IT Service Desk/Operations, with at least 3-5 years in a management capacity.
• Strong background in Managed Service Provider (MSP) delivery models, with experience scaling offshore operations.
• Demonstrated experience with offshore service delivery, productivity management, and process improvement, particularly with ODC's operating out of India.
• Strong financial acumen, including experience with invoice validation and operational audits.
• Excellent written and spoken English communication skills.

Preferred Education/Certification/Experience

• ITIL Foundation Certification (v3/v4). Equal Opportunity Employer
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