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Service Delivery Manager

2 weeks ago

Lahore, Punjab, Pakistan Karsaaz Full time 900,000 - 1,200,000 per year

About Karsaaz

Karsaaz 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 skilled
Service Delivery Manager
to lead our
Customer Service Delivery & Support team
and play a strategic role in growing our
B2C and B2B
customer base.

Role Overview

The
Service Delivery Manager
will be responsible for managing day-to-day service operations and the customer support team to ensure smooth, high-quality service delivery. In addition, the role involves driving business development activities to acquire new B2C and B2B customers, strengthening Karsaaz's market presence.

Key ResponsibilitiesCustomer Service Delivery & Support Management

  • Lead and manage the
    Customer Service Delivery & Support team
    to ensure prompt, effective, and customer-friendly responses.
  • Oversee end-to-end service delivery processes across all service categories.
  • Monitor SLAs, KPIs, and customer satisfaction scores (CSAT, NPS, first-time resolution).
  • Establish and refine SOPs to standardize customer service and delivery processes.
  • Handle escalated customer issues and ensure quick resolution.

Business Development (B2C & B2B)

  • Drive initiatives to increase B2C customer acquisition and retention.
  • Identify and build relationships with
    B2B clients
    such as corporations, property managers, and retailers for service partnerships.
  • Negotiate and close agreements with new clients, ensuring recurring business opportunities.
  • Work with sales and marketing teams to design campaigns targeting both consumer and business markets.

Team & Vendor Management

  • Lead and coach the
    field service team
    and ensure performance excellence.
  • Manage relationships with service professionals and vendors, including onboarding, training, and performance evaluations.
  • Ensure compliance with Karsaaz's quality, safety, and professional standards.

Operational Excellence & Quality Control

  • Conduct regular audits and checks to ensure service delivery standards are met.
  • Analyze operational data to identify inefficiencies and implement process improvements.
  • Use technology-driven tools for service tracking, performance monitoring, and reporting.
  • Prepare reports for senior management on customer service performance, growth opportunities, and revenue impact.

Qualifications & Requirements

  • Bachelor's or Master's degree in Business Administration, Operations Management, or a related field.
  • 5+ years of experience
    in service delivery, customer service, or business development—preferably in
    e-commerce, on-demand services, or customer-focused industries
    .
  • Proven leadership experience in managing
    customer service/support teams
    .
  • Strong background in
    business development
    , with success in both
    B2C and B2B markets
    .
  • Excellent problem-solving, decision-making, and conflict resolution skills.
  • Strong interpersonal and negotiation skills with a customer-first mindset.
  • Familiarity with CRM systems, service management tools, and digital platforms.

Why Join Karsaaz?

  • Be part of a company transforming
    on-demand services in Pakistan
    .
  • Opportunity to lead both
    customer operations
    and
    business growth initiatives
    .
  • Fast-paced, innovative, and collaborative work environment.
  • Competitive salary with performance-based incentives.