Position: Service Delivery Manager Night Shift (US IT )
Experience: 7-10 years (IT services, vendor & client management)
Location: Hitech City, Hyderabad
Shift Timing: 6:30 PM IST to 3:30 AM IST (aligning with US time zones)
About the Role:
We are seeking an experienced Night Shift Manager to oversee IT operations during US business hours. The role requires strong expertise in vendor and client management, incident handling, and team leadership, along with knowledge of US hiring models such as C2H and 1099 to ensure smooth workforce management and compliance.
Key Responsibilities:
- Manage night shift IT operations, ensuring SLA compliance and service continuity.
- Act as the primary point of contact for US clients during night hours.
- Handle vendor coordination, escalations, and contract adherence.
- Supervise and guide night-shift staff, ensuring productivity and performance.
- Monitor systems, respond to alerts, and coordinate incident resolution.
- Prepare detailed handover reports and performance metrics for day teams.
- Build and maintain strong client and vendor relationships
- Oversee workforce engagement models including C2H (Contract-to-Hire) and 1099 (Independent Contractor), ensuring compliance with client requirements.
Required Skills & Experience:
- 710 years of proven experience in IT service management.
- Strong expertise in vendor and client relationship management.
- Hands-on experience with incident management, SLA tracking, and escalation handling.
- Knowledge of US hiring models (C2H, 1099, W2) and compliance requirements.
- Excellent communication skills for cross-time-zone collaboration.
- Familiarity with ITSM tools (ServiceNow, Jira, etc.) and monitoring systems.
- Ability to make quick decisions under pressure and manage multiple priorities.
Preferred Qualifications:
- Prior experience managing night operations for US clients.
- Strong leadership and team management skills.
- Networking ability to maintain smooth workflows across vendors and clients.
Pay: ₹668,666.44 - ₹1,064,396.40 per year
Benefits:
Work Location: In person
