Onshore Service Delivery Manager

Vriba; Dallas (TX); On-site; USD 135,000 - 230,000; Full time

Job summary

A leading company in the IT services sector is looking for an Onshore Service Delivery Manager in Dallas to lead IT service delivery for global clients. The ideal candidate should have extensive experience in service management and team leadership, ensuring high-quality delivery of services aligned with client demands and business objectives. This role focuses on managing offshore resources, enhancing customer satisfaction, and contributing to strategic growth.

Qualifications

• 15+ years of experience in IT service delivery or operations.
• Demonstrated experience managing delivery across multiple accounts.
• Experience leading teams and ensuring high service delivery quality.

Responsibilities

• Ensure high-quality delivery of services in accordance with SLAs and KPIs.
• Lead incident and problem management processes.
• Manage and mentor offshore delivery teams.

Skills

ITIL processes

Stakeholder management

Leadership

Communication

Financial acumen

Education

Bachelor’s degree in IT, Engineering, or Business

PMP and/or ITIL certification

Tools

ServiceNow

Jira

AWS

Azure

Job description

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Job Title: Onshore Service Delivery Manager

Experience Required: 15+ years in IT Service Delivery, with people and portfolio management experience

About the Role

We are seeking a proactive and experienced Onshore Service Delivery Manager to lead the delivery of IT services to global clients. This role requires strong people leadership skills combined with the ability to manage a portfolio of client engagements or service lines. You will be responsible for ensuring high-quality service delivery, managing offshore resources, and driving customer satisfaction while contributing to strategic growth and operational excellence.

Key Responsibilities

Service Delivery Management

• Ensure consistent, high-quality delivery of services in accordance with SLAs and KPIs.
• Serve as the primary offshore point of contact for service escalations, performance reviews, and continuous improvement.
• Coordinate with onshore and offshore stakeholders to align on priorities, risks, and resolutions.
• Lead incident and problem management processes, including RCA and long-term resolution strategies.

People Management

• Manage and mentor offshore delivery teams, including team leads and individual contributors.
• Oversee resource allocation, workload balancing, performance management, and training plans.
• Build a culture of accountability, service excellence, and continuous learning within the team.
• Oversee a portfolio of service engagements or client accounts supported from offshore.
• Track portfolio-level metrics including profitability, resource utilization, and delivery performance.
• Drive customer satisfaction, renewal rates, and identify opportunities for upselling or service expansion.
• Collaborate with business development and account management teams to support growth initiatives.

Required Skills and Qualifications

• Bachelor’s degree in IT, Engineering, Business, or related field; PMP and/or ITIL certification preferred.

15+ years of experience in IT service delivery or operations, with at least 5 years managing teams.

• Demonstrated experience managing delivery across multiple accounts, projects, or service lines.
• Excellent leadership, stakeholder management, and communication skills.
• Strong understanding of ITIL processes and service management tools (e.g., ServiceNow, Jira).
• Financial acumen to manage service budgets, forecasts, and profitability analysis.

Preferred Skills

• Exposure to cloud environments (AWS, Azure), enterprise applications (e.g., SAP, ServiceNow), or ITSM platforms.
• Experience working in Agile, DevOps, or hybrid delivery models.
• Prior experience with contract governance, change control, and managed services delivery.

Kindly share the updated resume to [e-mail]/[e-mail]

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  IT Services and IT Consulting

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