Service Delivery Manager

iSystems Ltd · Lahore, Pakistan

FULL TIMEPKR1.8 – PKR3.6 / yr

Job Description

We are looking for an experienced Service Delivery Manager to oversee end-to-end service delivery, ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and maintain strong client relationships. The role involves managing service operations, coordinating cross-functional teams, driving continuous improvement, handling escalations, and ensuring service quality, contractual compliance, and cost optimization.

Requirements

5+ years of experience in service delivery, operations management, or client-facing IT/managed services roles.
Strong experience managing SLAs, KPIs, and large-scale service contracts.
Experience monitoring service performance, resolving escalations, and driving continuous improvement initiatives.
Proven ability to manage client relationships, conduct service review meetings, and present performance reports.
Experience with service governance, compliance, documentation, incident reporting, and change management.
Ability to coordinate onshore and offshore delivery teams and promote accountability and collaboration.
Experience tracking budgets, forecasts, resource utilization, and cost optimization opportunities.
Strong stakeholder management, communication, analytical, and problem-solving skills.
Ability to manage change requests, contract renewals, and multiple priorities effectively.

Qualifications

Bachelor’s degree in Business Administration, Information Technology, or a related field.
Master’s degree preferred.
Strong knowledge of ITIL processes; ITIL certification preferred.
Excellent organizational skills, attention to detail, and a customer-centric approach.
Ability to work under pressure, adapt to change, and proactively prevent service delivery issues.

#J-18808-Ljbffr

Similar Jobs

Company	iSystems Ltd
Location	Lahore, Pakistan
Type	FULL TIME
Niche	tech
Salary	PKR1.8 – PKR3.6 / yr

Explore 1M+ Live Opportunities.

Service Delivery Manager

Job Description