Service Delivery manager

2 weeks ago

Islamabad, Islamabad, Pakistan ENCS Full time
Service Delivery Manager - Network Security

We are seeking a results-driven Service Delivery Manager with strong technical expertise in Palo Alto firewalls, FortiGate networking, and Microsoft 365 administration. The ideal candidate will be responsible for managing end-to-end IT service delivery, ensuring the highest standards of infrastructure availability, security, and performance across enterprise systems and networks.

Location: Bahria Phase 7 Rawalpindi (Onsite)

Time: 6 pm to 3 am onsite/rotational

Key Responsibilities:
  • Manage and lead the IT service delivery team to ensure timely support and smooth operations.
  • Oversee the configuration, deployment, and maintenance of Palo Alto and FortiGate firewall environments.
  • Ensure secure network access and performance by proactively monitoring firewalls, VPNs, and security policies.
  • Administer and support Microsoft 365 environments including Exchange Online, SharePoint, Teams, and Intune.
  • Collaborate with internal teams and external vendors to meet SLA targets and resolve escalations.
  • Monitor KPIs and metrics related to service quality, incident resolution, and change management.
  • Lead incident response, root cause analysis, and implementation of preventive measures.
  • Drive continuous service improvement initiatives based on customer feedback and operational data.
  • Maintain documentation for systems architecture, network diagrams, and SOPs.

Required Qualifications & Skills:

  • Bachelor's Degree in Information Technology, Computer Science, or related field.
  • Minimum 10+ years of relevant experience in IT Service Delivery and Infrastructure Management.
  • Strong hands-on experience with Palo Alto firewalls and FortiGate network security appliances.
  • Proficient in Microsoft 365 platform administration and security policies.
  • Knowledge of ITIL practices and experience managing service lifecycle operations.
  • Excellent leadership, team management, and client communication skills.
  • Strong problem-solving skills and ability to handle high-pressure environments.

Preferred Certifications:

  • Palo Alto Networks Certified Network Security Engineer (PCNSE)
  • Fortinet Network Security Expert (NSE)
  • Microsoft Certified: Modern Desktop Administrator Associate / Security Administrator Associate
  • ITIL v4 Certification

This role, what success in the position looks like, and how this role fits into the organization overall.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Project Management and Information Technology
Industries
  • IT Services and IT Consulting
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