Head of Service Delivery

About the Company

Jaffer Business Systems (JBS), founded in 1982 as a division of Jaffer Brothers, has been at the forefront of technology solutions for over four decades. Today, JBS stands as one of Pakistan's leading IT companies, empowering organizations through innovation, digital transformation, and people-centric technology. Guided by our vision of "Harnessing Innovation & Empowering Generations," we continue to build solutions that shape a smarter and more connected future. JBS includes a diverse portfolio of subsidiaries such as
Hysab Kytab, Energy & Automation Pakistan, Blutech Consulting
, and
Imparé,
reflecting our expanding global footprint and commitment to technological excellence. Through its specialized business units —
JBS Arabia, JBS Infrastructure Solutions, JBS Customer Service & JBS Americas and Europe
. JBS continues to deliver exceptional value across regions and industries. At JBS, we believe in creating impact through technology, collaboration, and continuous learning driving progress for our clients, our people, and the communities we serve.

Role Overview

To lead end-to-end service delivery operations, ensuring timely, high-quality, and cost-effective execution of projects and managed services aligned with strategic business goals.

Location:
Karachi, Pakistan

Business Unit/Department:
JBS Consulting

Mode:
Onsite

Type:
Full Time

Job Responsibilities:

• Lead all service delivery functions across JBSC projects and support portfolios, ensuring adherence to SLAs and KPIs.
• Oversee planning, execution, and monitoring of client engagements — including resourcing, timelines, quality control, and risk management.
• Drive continuous improvement in service processes, performance metrics, and operational workflows.
• Coordinate across departments (PMO, Business Operations, Technical Teams) to ensure seamless project execution and client satisfaction.
• Serve as escalation point for delivery-related issues, providing strategic resolutions in collaboration with stakeholders.
• Develop and enforce service standards, project methodologies, and reporting frameworks.
• Prepare and present executive-level reports on delivery health, operational risks, and improvement initiatives.
• Ensure compliance with contractual terms, governance policies, and audit requirements.
• Ensure high productivity and billability of consultants at optimal rates, supported by diligent updates on delivery and performance portals.
• Deliver projects within approved cost and timelines while maintaining expected profitability, ensuring milestones are met and deliverables pass quality checks in the first review.
• Identify and capitalize on opportunities for new business or project expansions across SAP, Microsoft, and Oracle services, securing and' delivering additional projects with existing clients.
• Standardize and implement project management methodologies across all projects, establishing structured risk reporting, change control, and stakeholder communication plans.
• Conduct project health checks, enforce quality standards, and ensure consistent governance and compliance, while providing coaching and feedback to Project Managers and Track Leads.
• Manage teams and client relationships effectively to drive service excellence through transparent communication, proactive expectation management, and acting as a trusted escalation point.
• Enhance team productivity and morale through coaching, feedback, performance evaluations, and training, while promoting diversity, inclusion, and effective conflict resolution.
• Oversee onboarding of new delivery personnel for smooth integration into processes and culture.
• Promote continuous learning through training programs and certifications, encouraging knowledge transfer and adoption of new skills within the team.
• Ensure timely, high-quality business communication that strengthens
• client satisfaction and long-term partnerships.

Skills:

• Strong understanding of service delivery models (managed services, project-based, hybrid).
• Expertise in SLA design, performance tracking, and client governance models.
• Financial and resource planning experience (budgets, forecasts, utilization).
• Proficiency with tools such as Jira, ServiceNow, MS Project, or Power BI for monitoring and reporting.
• Familiarity with ITIL practices and service operations frameworks.
• Leadership presence with the ability to inspire and guide large teams.
• Structured problem-solving and conflict-resolution mindset.
• Client-centric thinking with a focus on long-term partnerships.
• Strong communication and stakeholder management skills.
• Resilience in high-pressure, high-accountability environments

Qualifications:

• Bachelor's or Master's degree in Business Administration, Engineering, IT, or Project Management
• Certifications such as ITIL, PRINCE2, Six Sigma –
  strongly preferred
• Advanced training in operations leadership, delivery frameworks, or digital transformation (optional but valuable)
• 8-10+ years of experience in service delivery, operations, or project leadership within IT or consulting services
• Proven track record of managing large-scale delivery functions and leading cross-functional teams
• Experience interfacing with enterprise clients and managing multi-million-dollar portfolios