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

  • Service Delivery Manager

    5 days ago

    Lahore, Punjab, Pakistan QUICK START IT SOLUTION LLC Full time 900,000 - 1,200,000 per year

    Company DescriptionQuick Start IT Solution LLC is a trusted provider of end-to-end IT services and workforce solutions. We specialize in delivering highly skilled IT engineers and support staff for on-site and remote projects worldwide. Our expertise covers IT infrastructure management, network engineering, desktop support, and project-based staffing,...

  • 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 ServicesLocation: LahoreJob Type: Full-TimeExperience: 10+ YearsJob Summary:We are looking for an experiencedService Delivery Manager – Shared Servicesto 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...

  • 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...

  • Service Delivery Intern

    5 days ago

    Lahore, Punjab, Pakistan Sharp Brains Full time 600,000 - 1,200,000 per year

    We are seeking a motivated and detail-orientedService Delivery Internto assist our Service Delivery team in ensuring efficient project execution, client satisfaction, and operational excellence. The intern will support day-to-day activities, documentation, coordination between internal teams, and contribute to improving delivery processes.Key...

  • Service Delivery Coordinator

    3 days ago

    Lahore, Punjab, Pakistan Sharp Brains Full time 300,000 - 500,000 per year

    Position:IT- Service Delivery CoordinatorLocation:Johar Town Phase -1 in LahoreJob Type:Full Time, On-SiteEducation: New Grad- BS-IT, BS-CS, BBARole SummaryThis role is about IT Technical Service Delivery Intern to support our operations and service delivery team. The selected candidate will assist in daily coordination, client communication, IT engineer...

  • Service Delivery Executive

    5 days ago

    Lahore, Punjab, Pakistan Sharp Brains Full time 65,000 - 75,000 per year

    Position:IT- Service Delivery ExecutiveLocation:Johar Town Phase -1 in LahoreJob Type:Full Time , On-SiteExperience:1 to 2 years of Technical IT Filed Service DeliveryPackage:65K to 75KIT _ Recruitment_Service Delivery ExecutiveWe are looking for a Service Delivery Executive to manage and oversee day-to-day service operations, ensuring smooth coordination...

  • Manager Service Delivery

    2 weeks ago

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

    Abacus is looking for a dynamic and experienced professional to join our team as Manager Service Delivery & Digitalization in Lahore.This role is responsible for overseeing centralized HR operations, driving process automation, and ensuring compliance while enhancing the overall employee experience. The ideal candidate will be a strategic thinker with strong...

  • Service Delivery Coordinator

    7 days ago

    Lahore, Punjab, Pakistan HandyHunts Full time 1,200,000 - 2,400,000 per year

    TheIT Service Delivery Coordinatoris responsible for managing and supporting the delivery of IT services to clients or internal users. This role ensures that all service requests, incidents and changes are handled efficiently, meet agreed service levels and deliver a high standard of customer satisfaction. You will act as a key link between clients,...

  • Product Delivery Manager

    3 days ago

    Lahore, Punjab, Pakistan The Garden of Eve Full time 1,200,000 - 3,600,000 per year

    We are looking for a Product Delivery Manager to oversee the execution, implementation, andsuccessful delivery of IT/software projects and services for our global clients. This role is delivery-driven—focused on project management, client coordination, cross-team leadership, and serviceexcellence.The Product Delivery Manager ensures that all client...

  • Manager, Monetization

    2 weeks ago

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

    Company DescriptionThe pandas have embarked on an inspiring journey to serve "Meal for Every Table." This adventure began in the bustling hub of our Delivery Heroes, Vendor Partners, Suppliers, Pandamarts, and Passionate Homechefs, all united by the dream of delivering joy through delicious food & more. Together, our pandas face challenges, bring...