Service Delivery Manager

1 day ago

Lahore, Punjab, Pakistan Truerpo Full time 1,200,000 - 3,600,000 per year

Job Summary:

We are looking for an experienced Service Delivery Manager – Shared Services to lead the end-to-end delivery of IT services across multiple clients within a shared services model. This leadership role involves managing a team of technical professionals spanning Helpdesk, Network, Cloud, Systems, and IT Security disciplines. The ideal candidate is a strategic leader with strong client engagement capabilities, an ITIL-driven mindset, and a deep understanding of enterprise IT ecosystems.

Key Responsibilities:

  • Own and drive IT service delivery ensuring operational excellence and compliance with SLAs and KPIs.
  • Manage and coordinate shared and dedicated IT teams, including:
  • Helpdesk Support
  • Network and Cloud (Azure) Engineers
  • Systems Engineers
  • IT Security Engineers
  • Implement and maintain ITIL-aligned processes:
  • Incident Management
  • Change Management
  • Problem Management
  • Knowledge Management
  • Maintain team rosters, shift schedules, and ensure timely escalations and resource availability.
  • Lead recruitment, onboarding, training, and succession planning for shared resources.
  • Develop and enforce Standard Operating Procedures (SOPs) for service consistency and risk mitigation.
  • Act as the Single Point of Contact (SPOC) for clients, conducting service reviews and presenting reports on KPIs, SLAs, and dashboards.
  • Collaborate with internal departments including HR, Finance, and Presales to drive delivery efficiency and cost-effectiveness.

Requirements:

  • Experience: Minimum 7 years in IT Service Delivery or Operations Management, with 3+ years in a shared services or managed services environment.
  • Technical Expertise: Proficient in IT infrastructure, Microsoft Azure, Helpdesk operations, and cybersecurity principles.
  • Frameworks: Practical experience with ITIL best practices.
  • Leadership: Proven success in managing cross-functional and remote teams.
  • Communication: Exceptional client relationship, stakeholder management, and interpersonal skills.

Certifications:

  • Mandatory: ITIL v3 or v4 Certification
  • Preferred: PMP, PRINCE2, or equivalent project management certification

Job Type: Full-time

Work Location: In person

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