Client Service Delivery Manager (Offshore - India)
IndiaMid · 5-10 years
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About this role
Job Title: Client Service Delivery Manager Location: [Hyderabad, India] Reports to: Managing Director, Smartbridge LLC (USA).
The Mission We are looking for a Client Service Delivery Manager to lead the day-to-day delivery of a portfolio of client engagements out of our offshore delivery center. You will be responsible for the dual mandate of Service Delivery Excellence (ensuring profitable, high-quality client outcomes) and People & Organization Management (building, developing, and retaining your engineering team).
Service Delivery Management
Portfolio & Engagement Management: Oversee a diverse portfolio of client projects. Ensure all offshore teams meet or exceed the deliverables defined in Statements of Work (SOWs) and Service Level Agreements (SLAs).
Client Relationship Stewardship: Serve as the point of escalation for your assigned clients. You will ensure that the offshore team is perceived not as a "vendor," but as a strategic partner that adds value beyond code.
Governance & Quality Assurance: Implement robust delivery governance. Conduct regular project health checks and "Red Account" recovery strategies to mitigate risks before they impact the client relationship.
Resource Orchestration: Work closely with the US teams to manage the "bench" effectively and ensure rapid, high-quality ramp-ups for new engagements.
People & Organization Management
Team Building & Hiring: Partner with recruiting to build and maintain a pipeline of "consulting-ready" engineers who possess both technical depth and client-facing soft skills.
Performance & Career Management: Own day-to-day performance management, mentorship, and career development conversations for the members of your team, in addition to delivery oversight.
The Profile: Who You Are
Experience: You have 12+ years in the IT services/consulting industry experience and at least 5 years of experience managing engineering teams, with a working understanding of service delivery models.
Technical Expertise: You bring strong technical depth in at least one of the following core areas: Microsoft AI Solutions; Data & Analytics; Salesforce; Microsoft Power Platform; or Azure Application Development.
Techno-Functional Leadership: You have strong techno-functional experience and are willing to take on People & Organization management responsibilities — hiring, mentorship, and performance management — alongside delivery oversight.
The Communicator: You can navigate the nuances of global client expectations and can coach technical teams on how to communicate effectively with stakeholders in the US.
