Service Delivery Manager

2 days ago

Lahore, Punjab, Pakistan Sharp Brains Full time

As a Service Delivery Manager (SDM), you will be the single point of contact and the trusted advisor for our most important clients. Your primary mission is to ensure the seamless delivery of our data center and telecom services, uphold stringent SLAs, drive continuous improvement, and foster deep, strategic relationships that promote client satisfaction and growth.

You will act as the bridge between the client and our internal technical, operational, and sales teams, translating client needs into actionable plans and ensuring our services deliver maximum value.

Responsibilities
  • Client Relationship Management: Build and maintain strong, long-term relationships with key client stakeholders, acting as their primary advocate within our organization.
  • Service Level Agreement (SLA) Management: Proactively monitor, report on, and manage performance against all SLAs. Lead root cause analysis and post- incident reviews for any service interruptions.
  • Incident & Problem Management: Serve as the escalation point for major incidents, ensuring effective communication and swift resolution. Drive problem management initiatives to prevent future issues.
  • Service Reviews: Conduct regular operational and strategic service review meetings with clients, presenting performance metrics, project updates, and strategic initiatives.
  • Project Oversight: Coordinate with Project Management and Engineering teams to ensure smooth onboarding of new services and changes for existing clients, minimizing impact and managing expectations.
  • Continuous Improvement: Identify opportunities to enhance service quality, improve processes, and increase efficiency, both for the client and internally.
  • Commercial Management: Support the sales team in identifying growth opportunities (upsell/cross-sell) and managing contract renewals.
  • Documentation: Ensure all client documentation, including Service Design Packages (SDPs) and operational guides, are accurate and up-to-date.
Qualifications

Required:

  • Bachelor's degree in Information Technology, Business Management, Telecommunications, or a related field, or equivalent practical experience.
  • 5+ years of proven experience in a Service Delivery Manager, Client Success Manager, or similar client-facing role within the data center and/or telecommunications industry.
  • Deep understanding of data center infrastructures (power, cooling, cabling, security) and telecom services (MPLS, SD-WAN, Ethernet, DIA, colocation, cloud connectivity).
  • Strong knowledge of ITIL frameworks (especially Incident, Problem, and Change Management) and experience managing SLAs and KPIs.
  • Exceptional client-facing and communication skills, with the ability to explain complex technical issues to a non-technical audience.
  • Proven ability to manage multiple high-priority clients and projects in a fast-paced environment.
  • Strong analytical and problem-solving skills with a focus on proactive prevention.

Preferred:

  • ITIL Foundation v3/v4 certification.
  • Experience with CRM and service management tools (e.g., Salesforce, ServiceNow, Jira).
  • PMP or other project management certification is a plus.

Job Type: Full-time

Work Location: In person


#J-18808-Ljbffr

  • Delivery Leader

    2 days ago

    Lahore, Punjab, Pakistan Delivery Associates Full time $60,000 - $80,000 per year

    Delivery Leader- PakistanOverview:Work with governments and public sector partners to take forward the reforms in service delivery, education, health, climate change and revenue.Your role involves reforms implementation, building capacity ties for delivering priority initiatives, and contributing to data system strengtheningJob DescriptionDelivery Associates...

  • Delivery Leader

    1 day ago

    Lahore, Punjab, Pakistan Delivery Associates Full time

    Delivery Associates (DA) is a global consultancy helping the public sector deliver lasting impact through effective implementation. With roots in Deliverology and over a decade of experience, we support leaders from strategy to execution. Our remote team works worldwide with governments and philanthropies to scale results.We're committed to diversity,...

  • Product Delivery Manager

    1 week ago

    Lahore, Punjab, Pakistan Joblogic Service Management Software Full time

    Direct message the job poster from Joblogic Service Management SoftwareSenior Technical Recruiter at Joblogic Service Management Software.About Joblogic:Joblogic is a UK-based SaaS platform revolutionizing field service management for businesses across the globe. With 500+ employees and operational hubs in the UK, Pakistan, and Vietnam, we've been building...

  • Service Delivery Manager

    2 days ago

    Lahore, Punjab, Pakistan Karsaaz Full time 600,000 - 1,200,000 per year

    About KarsaazKarsaaz is Pakistan's leading at-home services platform, connecting customers with trusted professionals for home maintenance, beauty, tailoring, and lifestyle services. We pride ourselves on delivering reliable, affordable, and quality services to thousands of households and businesses across major cities.We are looking for a skilledService...

  • Service Delivery Manager

    2 days ago

    Lahore, Punjab, Pakistan Sharp Brains Full time $104,000 - $130,878 per year

    As a Service Delivery Manager (SDM), you will be the single point of contact and the trusted advisor for our most important clients. Your primary mission is to ensure the seamless delivery of our data center and telecom services, uphold stringent SLAs, drive continuous improvement, and foster deep, strategic relationships that promote client satisfaction and...

  • IT Service Delivery Manager

    7 days ago

    Lahore, Punjab, Pakistan beBeeITOperations Full time $40,000 - $80,000

    Job Title: IT Operations Specialist\The role of the IT Operations Specialist is to manage and maintain the delivery of high-quality IT services, ensuring that they are reliable, efficient, and meet business needs. Key responsibilities include managing incidents, maintaining service continuity, and providing technical support to customers.\Key qualifications...

  • delivery director, it services, erp

    1 day ago

    Lahore, Punjab, Pakistan ITC Worldwide Full time

    About the job DELIVERY DIRECTOR, IT SERVICES, ERP /CRM IMPLEMENTATIONITC Business Applications DomainDelivery Practice is looking for an experienced and highly dynamic leader to take on a leadership role for TECHNICAL SERVICES & SUPPORT.The Delivery Director role is a critical leadership position responsible for managing and delivering the portfolio of large...

  • Service Delivery Associate

    21 hours ago

    Lahore, Punjab, Pakistan beBeeCustomer Full time 800,000 - 1,200,000

    Job Title: Service Delivery AssociateWe are seeking a customer-focused professional to support our business growth through exceptional service delivery.Key Responsibilities:Engage with customers via outbound calls to provide timely and effective solutions.Maintain high call volumes while consistently meeting performance targets.Build rapport with customers...

  • Manager, Customer Experience

    2 days ago

    Lahore, Punjab, Pakistan Delivery Hero Full time $60,000 - $80,000 per year

    Company Description foodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of...

  • Manager, Monetization

    2 days ago

    Lahore, Punjab, Pakistan Delivery Hero Full time $104,000 - $130,878 per year

    Company Description The pandas have embarked on an inspiring journey to serve "Meal for Every Table." This adventure began in the bustling hub of our Delivery Heroes, Vendor Partners, Suppliers, Pandamarts, and Passionate Homechefs, all united by the dream of delivering joy through delicious food & more. Together, our pandas face challenges, bring...