Service Delivery Manager

1 week ago

Lahore, Punjab, Pakistan VaporVM Full time 1,800,000 - 2,500,000 per year

Job Title: Service Delivery Manager – Shared Services

Location: Lahore

Job Type: Full-Time

Experience: 10+ Years

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

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