Company Overview We are a dynamic and forward-thinking organization committed to delivering high-quality technology and operational services. With a strong emphasis on innovation, collaboration, and continuous improvement, we empower our teams to drive impactful solutions across business functions.
About the Role The Service Delivery Manager will lead and manage an offshore team responsible for delivering key support and development services across five functional areas: Tier 1 Application Support, Reporting Development, Regression Testing Automation, Workflow Automation (Power Automate/Workato), and PMO. This is a hands-on leadership role requiring strong technical oversight, team management, and strategic coordination to ensure high-quality service delivery and continuous improvement.
Responsibilities - Lead and manage a multi-disciplinary offshore team across five core service areas
- Ensure smooth daily operations and adherence to service level agreements
- Oversee Tier 1 support processes, ensuring timely resolution and proper escalation
- Supervise development of business intelligence reports and dashboards using Power BI and Tableau
- Direct automation of regression testing to improve software release quality
- Guide development of automated workflows and portals using Power Automate and Workato
- Manage PMO functions, ensuring successful execution of cross-functional projects
- Recruit, onboard, and mentor team members to build a high-performing team
- Monitor performance metrics and conduct regular coaching and reviews
- Act as the primary liaison between offshore teams, onsite leadership, and stakeholders
- Continuously improve processes, tools, and methodologies to enhance efficiency and collaboration
- Proactively manage risks and escalate critical issues to senior management
- Promote documentation standards and compliance with IT governance
- Foster a culture of accountability, innovation, and customer-centric service
- Prepare and present operational insights and performance reports to senior leadership
Action Now If you're a proactive leader with a passion for building high-performing teams and driving operational excellence, we want to hear from you.
Send your resume to jonathan.shiu@eamesconsulting.com to apply and take the next step in your career.
Eames Consulting is acting as an Employment Business in relation to this vacancy.