Service Delivery Manager

2 weeks ago

Lahore, Punjab, Pakistan Sharp Brains Full time 800,000 - 1,200,000 per year

As a Service Delivery Manager (SDM), you will be the single point of contact and the trusted advisor for our most important clients. Your primary mission is to ensure the seamless delivery of our data center and telecom services, uphold stringent SLAs, drive continuous improvement, and foster deep, strategic relationships that promote client satisfaction and growth.

You will act as the bridge between the client and our internal technical, operational, and sales teams, translating client needs into actionable plans and ensuring our services deliver maximum value.

Key Responsibilities

  • Client Relationship Management: Build and maintain strong, long-term relationships with key client stakeholders, acting as their primary advocate within our organization.
  • Service Level Agreement (SLA) Management: Proactively monitor, report on, and manage performance against all SLAs. Lead root cause analysis and post-incident reviews for any service interruptions.
  • Incident & Problem Management: Serve as the escalation point for major incidents, ensuring effective communication and swift resolution. Drive problem management initiatives to prevent future issues.
  • Service Reviews: Conduct regular operational and strategic service review meetings with clients, presenting performance metrics, project updates, and strategic initiatives.
  • Project Oversight: Coordinate with Project Management and Engineering teams to ensure smooth onboarding of new services and changes for existing clients, minimizing impact and managing expectations.
  • Continuous Improvement: Identify opportunities to enhance service quality, improve processes, and increase efficiency, both for the client and internally.
  • Commercial Management: Support the sales team in identifying growth opportunities (upsell/cross-sell) and managing contract renewals.
  • Documentation: Ensure all client documentation, including Service Design Packages (SDPs) and operational guides, are accurate and up-to-date.

What We're Looking For (Qualifications & Experience)

Required:

  • Bachelor's degree in Information Technology, Business Management, Telecommunications, or a related field, or equivalent practical experience.
  • 5+ years of proven experience in a Service Delivery Manager, Client Success Manager, or similar client-facing role within the data center and/or telecommunications industry.
  • Deep understanding of data center infrastructures (power, cooling, cabling, security) and telecom services (MPLS, SD-WAN, Ethernet, DIA, colocation, cloud connectivity).
  • Strong knowledge of ITIL frameworks (especially Incident, Problem, and Change Management) and experience managing SLAs and KPIs.
  • Exceptional client-facing and communication skills, with the ability to explain complex technical issues to a non-technical audience.
  • Proven ability to manage multiple high-priority clients and projects in a fast-paced environment.
  • Strong analytical and problem-solving skills with a focus on proactive prevention.

Preferred:

  • ITIL Foundation v3/v4 certification.
  • Experience with CRM and service management tools (e.g., Salesforce, ServiceNow, Jira).
  • PMP or other project management certification is a plus.

Job Type: Full-time

Work Location: In person

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