Offshore Service Delivery Manager

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality.  Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.

Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.

We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

• Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.
• Creativity— You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression.
• Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.
• Integrity  — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely.
• Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.
• Purpose— You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.
• Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.
• Selflessness — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

The Offshore Service Delivery Manager (SDM) will oversee the operational performance, growth, and process alignment of our offshore delivery center in India. This role is responsible for ensuring consistent high-quality service desk support for more than 200 customers across multiple industries, while maintaining SLA, KPI, and process compliance.

A key responsibility of this position is to identify, evaluate, and operationalize additional service desk workloads from onshore teams to offshore teams, expanding offshore delivery capabilities in alignment with business objectives. The Offshore SDM will partner with the sourced Offshore Program Manager and U.S. Service Desk leadership to improve processes, monitor productivity, and ensure operational efficiency.

This role includes accountability for monthly invoice reviews and audits, ensuring financial accuracy, compliance, and risk mitigation. The position operates at a strategic and operational management level to ensure offshore delivery excellence and continuous growth, without direct responsibility for training, hiring, or termination of offshore personnel.

Primary Position Tasks

Operational Delivery & Oversight

· Partner with the Happiest Minds Program Manager to oversee offshore delivery center performance and adherence to established processes and SLAs.

· Monitor team productivity, utilization, and overall delivery effectiveness.

· Identify recurring service delivery issues, escalate appropriately, and implement corrective process improvements.

· Conduct operational reviews and audits to ensure compliance with quality, security, and contractual requirements.

· Track and report key metrics including SLA adherence, productivity, process compliance, and expansion progress to U.S. leadership.

Expansion & Growth