Service director offshore site
Photo: ”Business Models Inc meeting” by Sebastiaan ter Burg / CC BY. Adapted from original.

When you push the IT related projects to offshore being as customer, did you think you also need have a service director role to handle the services from offshore?

When we bring this topic or role into picture you might have the following questions:

  1. Why do I need to have this role?
  2. What is the importance of this role for me as a customer?
  3. When everything is being taken care by offshore management what this role can add value?

Now let us analyze the situations:

As a customer you have outsourced to the competent and awarded vendor, your offshore engagement.

Within the outsourced work you might have many IT services, where the vendor committed.

And when you evaluated the vendor, they presented the competencies along with the past engagements profiles they handled successfully.

And you are transferring or transitioning the work packets to offshore at different stages.

And from your side there is no evaluator for certifying the transition and acceptance for offshore execution.

Let us imagine, you have given the right to different applications managers to transfer them to offshore.

And they simply allocate the work without following the required knowledge transfer process for offshore resources.

After having followed the above steps now the following questions might arise:

  1. How can the offshore teams can work without having a knowledge transfer?
  2. Do the internal application managers follow the required processes for offshore?
  3. Did you train well the onsite managers to understand the offshore process?
  4. Is there any connection or relationship building required between the onsite and offshore management teams?
  5. Who is responsible to take care of these activities?

What is the role of offshore Service Director?

When the customer entered into SLAs with the offshore vendor, there are multiple services agreed by the both parties to maintain/design the software applications related to different agreed services.

All these agreed services need to be mapped to the offshore rolling applications by a Service director.

This role person needs to verify the initial transition stages.

  • The relevant burning issues and their root cause, actions, etc.
  • The identification of relevant ongoing process improvements.
  • The continuous presentation of the ROI of the offshore activities,  to the customer and vendor management.
  • The identification of the Gaps of both parties. And their improvement tracking.
  • The services evaluation from the offshore vendor.
  • The SLAs adherence % identification.
  • The SLAs violation % identification.
  • The relevant metrics review, management and improvements tracking.
  • The resources competency building tracking from the vendor and the customer teams.
  • The offshore and onsite cost control for the services to be rendered for different engagements.

Acting as a mediator between customer and the offshore vendor to make sure the offshore execution happening smoothly.

This way the Offshore Service director can play vital role to support the customer and also the vendor.

Note: For IT  Service Strategy/Service Design/ Transition articles please read the following:

The advantages of ITIL V3 Service design Practices for IT start-up company

Shanthi Kumar is Certified in ITIL V3 MALC & PRINCE2 practitioner. Open for [global] leadership positions. Accomplished, outcome-oriented, with 15 plus years of global IT services companies experience within 26 plus years of overall global IT industry [only] experience. Experienced in leading business critical, complex and challenging project, programme & delivery management in India and abroad with more than 10 plus years of work experience in USA, Canada, Saudi Arabia, HK & UK. Worked for business verticals; Telecom [6 plus years], BFS [6 plus years], Healthcare [2 plus years and Retail]. Performed many leadership roles for crisis management and resolution. Worked for global IT services companies for more than 15 years. You can find him at Linkedin.