IT Service Delivery Manager

1 day ago

Karachi, Sindh, Pakistan Inbox Business Technologies Full time 900,000 - 1,200,000 per year

Inbox Business Technologies is looking for an IT Service Delivery Team Lead is responsible for overseeing the day-to-day delivery of IT services and managing a team of IT support professionals.

Responsibilities
  • Oversee the day-to-day delivery of IT services to ensure seamless operations.
  • Maintain high-quality support standards and ensure service levels consistently meet business requirements.
  • Lead and manage a team of IT support professionals, providing guidance, coaching, and performance oversight.
  • Maintain and continuously improve service levels through monitoring KPIs and SLAs.
  • Ensure proper implementation and adherence to ITIL/ITSM processes, including Incident, Request, and Change Management.
  • Coordinate closely with internal technical teams to drive timely resolution of high-priority incidents and service issues.
  • Continuously improve operational processes and contribute to enhanced user experience and customer satisfaction.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • ITIL Foundation certification (v3 or v4) is mandatory; higher-level ITIL certifications will be an advantage.
  • 4–6 years of experience in IT Service Management, including 3+ years in a leadership or managerial role.
  • Excellent verbal and written communication skills.
  • Strong interpersonal and stakeholder management abilities.
  • Proven ability to lead and motivate support teams in a fast-paced environment.
  • Pleasing personality, approachable demeanor, and professional attitude.
  • Experience in managing vendors and external service providers.
  • Familiarity with SLA/KPI management and reporting
  • Strong analytical and decision-making abilities.

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