Noida, Uttar Pradesh
Job Summary
Job Summary : The Offshore Service Delivery Manager (SDM) will be responsible for end-to-end delivery governance, operational excellence, customer satisfaction, and continual service improvement for the American Honda Motors (AHM) engagement. The role acts as the primary offshore leadership interface for delivery teams, ensuring alignment with customer objectives, contractual commitments, SLAs, KPIs, compliance requirements, and transformation initiatives. The SDM will drive service quality across Infrastructure, End User Computing, Cloud, Network, Service Desk, Security, Asset Management, and associated tower operations while collaborating closely with onsite leadership, customer stakeholders, OEMs, and third-party vendors.
Key Responsibilities
Job Responsibilities : Service Delivery Management Own overall offshore service delivery for the AHM account. Ensure contractual obligations, SLAs, KPIs, OLAs, and customer commitments are consistently achieved. Drive day-to-day operational governance across multiple technology towers. Review service performance, trends, risks, and improvement opportunities. Ensure proactive incident, problem, change, and service request management. Governance & Reporting Lead Weekly, Monthly Service Reviews (MSR), Operational Reviews, and Executive Governance meetings. Publish executive dashboards, scorecards, and service performance reports. Track delivery metrics, customer experience indicators, service credits, and improvement plans. Present service health, risks, mitigation plans, and transformation updates to leadership. Customer & Stakeholder Management Act as a trusted advisor to customer stakeholders and AHM leadership. Build strong relationships with customer IT leaders, business stakeholders, and key vendors. Manage escalations and drive timely resolution of critical business issues. Ensure high levels of customer satisfaction and stakeholder engagement. Operational Excellence & Continuous Improvement Identify automation, standardization, and productivity improvement opportunities. Drive Lean, ITIL, AI-assisted operations, and operational transformation initiatives. Establish continuous service improvement (CSI) plans and track realized benefits. Improve service quality, operational efficiency, and user experience. Financial & Resource Management Manage offshore resource planning, utilization, capacity, and workforce alignment. Support budgeting, forecasting, revenue assurance, and cost optimization initiatives. Review staffing plans and ensure delivery readiness for new projects and demands. Participate in SOW reviews, change requests, and business growth opportunities. Risk, Compliance & Security Ensure compliance with customer security standards, audit requirements, and governance controls. Track operational risks and maintain remediation plans. Drive adherence to ITIL processes and organizational quality standards. Team Leadership Lead cross-functional delivery teams across infrastructure and workplace services. Mentor delivery managers, tower leads, and operations teams. Drive employee engagement, skill development, succession planning, and retention initiatives. Foster a high-performance and customer-centric delivery culture.
Skill Requirements
Skill Requirement : Service Management ITIL Service Management Incident, Problem, Change & Request Management Service Governance & Reporting SLA / KPI Management Customer Escalation Management Infrastructure & Digital Workplace End User Computing (EUC) Microsoft 365 & Collaboration Platforms Cloud Services (Azure / AWS / OCI) Network & Security Management Asset & Configuration Management Leadership & Commercial Skills Customer Relationship Management Executive Communication Resource & Capacity Planning Financial Management Vendor & Supplier Management Continual Service Improvement
Other Requirements
Other Requirement : Experience Requirements 12–18 years of overall IT Services experience. Minimum 5+ years in Service Delivery Manager / Program Delivery leadership roles. Experience managing large-scale Infrastructure Managed Services engagements. Proven experience handling global customers and offshore delivery models. Strong governance, stakeholder management, and executive communication skills. Experience working in automotive, manufacturing, or enterprise IT environments preferred.
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