Job Title: Service Delivery Manager
Location: Lahore, Shoukat Khanum Road
Job Type: Full Time
Job Summary:
We are seeking an experienced and customer-focused Service Delivery Manager to oversee the planning, implementation, and delivery of IT services to our clients and internal teams. The ideal candidate will ensure that service delivery processes are efficient, effective, and aligned with business objectives while maintaining a high level of client satisfaction.
Key Responsibilities:
- Act as the primary point of contact for clients regarding IT service delivery.
- Ensure service level agreements (SLAs), key performance indicators (KPIs), and quality standards are consistently met.
- Manage the end-to-end delivery of IT services including infrastructure, applications, and support services.
- Coordinate with technical teams, project managers, and external vendors to deliver seamless services.
- Monitor performance metrics, generate service reports, and initiate improvements based on findings.
- Handle escalations and resolve service-related issues in a timely and effective manner.
- Conduct regular service reviews with clients to evaluate satisfaction and performance.
- Develop and implement service delivery strategies to improve productivity and customer satisfaction.
- Support the ITIL-based service management framework (incident, problem, change, configuration management, etc.).
- Contribute to budgeting, forecasting, and resource planning for service delivery operations.
Requirements:
Education & Experience:
- Bachelor’s degree in Information Technology, Computer Science, Business, or a related field.
- 5+ years of experience in IT service delivery or IT operations management.
- Proven track record in managing client relationships and delivering services in a high-demand environment.
Skills & Certifications:
- Strong knowledge of ITIL best practices; ITIL certification preferred.
- Experience working with service management tools (e.g., ServiceNow, BMC Remedy, Jira).
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving skills.
- Ability to manage multiple priorities and work under pressure.
Preferred Qualifications:
- Experience in a Managed Services Provider (MSP) or similar IT service environment.
- Familiarity with cloud platforms (e.g., AWS, Azure), enterprise IT infrastructure, and cybersecurity standards.
- PMP or other project management certification is a plus.
What We Offer:
- Competitive salary and performance bonuses.
- Flexible working arrangements.
- Opportunities for professional growth and certification support.
- A collaborative and innovative work environment.
Job Type: Full-time
Pay: Rs100,000.00 - Rs180,000.00 per month
Work Location: In person
Report job