Offshore Service Delivery Manager

Red River; Chantilly (VA); On-site; USD 160,000 - 180,000; Full time

Job summary

Red River is seeking an Offshore Service Desk Manager to oversee the offshore delivery center’s performance, governance, and growth. You will drive SLA attainment, queue health, escalation handling, and service reviews in collaboration with US service desk leadership.

You will lead process standardization, automation, and continuous improvement while coordinating transition of workloads to offshore teams and managing monthly invoicing and audits.

Qualifications

• Excellent written and spoken English communication skills.
• Experience with offshore service delivery and MSP models.
• Knowledge of ITSM practices and service governance.
• Strong financial acumen including invoice validation and audits.

Responsibilities

• Oversee offshore delivery center performance, SLA adherence, and customer requirements.
• Monitor queue health, workload, productivity, and escalation management.
• Lead process standardization, automation, and continuous improvement initiatives.
• Manage monthly invoice reviews and financial risk; partner with finance for cost optimization.

Skills

English communication

Data analysis

Strategic thinking

Stakeholder management

Cross-cultural teamwork

Education

Bachelor’s degree in information technology, Business Management, or equivalent experience

Tools

ITSM Tools (ServiceNow)

Job description

Red River is seeking an Offshore Service Desk Manager to oversee the offshore delivery center’s performance, governance, and growth. You will drive SLA attainment, queue health, escalation handling, and service reviews in collaboration with US service desk leadership.

You will lead process standardization, automation, and continuous improvement while coordinating transition of workloads to offshore teams and managing monthly invoicing and audits.