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Sharp Brains - Global IT Support

Role Title: Service Delivery ManagerLocation: Onsite in Johar Town, LahoreShift: 12-hour rotational shiftsCompany Description: Sharp Brains is an IT Services &amp; Solutions Provider based in the UK, offering comprehensive IT and software solutions for businesses. Our dedicated, highly-skilled teams deliver on-demand and managed technical support worldwide, 24/7, tailored to meet the dynamic and challenging needs of our clients. We aim to be the most innovative IT managed services provider, upholding values of trust, expertise, and simplicity.Role Description:As a Service Delivery Manager, you will be responsible for coordinating the efficient deployment of IT support engineers to client sites, maintaining client satisfaction, managing project timelines, and ensuring high service quality. This role requires client interaction, telecom experience, and expertise in IT customer support.Key Responsibilities:1. IT Engineer Deployment:- Plan and manage the assignment of IT engineers to client sites for timely service delivery.- Ensure swift resolution of client IT issues and service requests.- Monitor and assess the quality and performance of on-site engineers.2. Client Relationship Management:- Act as the primary contact for clients to address IT needs, concerns, and requirements.- Strengthen client relationships, ensuring consistent client satisfaction.3. Staff Augmentation &amp; Coordination:- Work with internal and external teams to determine IT resource requirements.- Oversee the placement of additional IT professionals as needed.4. Project Management:- Manage client IT projects, ensuring completion within scope, time, and budget constraints.- Oversee all stages of project planning, execution, and quality control.5. Requirement Analysis:- Analyse client requirements to define project scope and technical specifications.- Align projects with client expectations through detailed requirement analysis.6. Technical Support Oversight:- Offer technical guidance to IT engineers on complex issues.- Support engineers in resolving critical technical challenges when required.7. Performance Tracking:- Define and track KPIs for service delivery and client satisfaction.- Continuously evaluate and improve service quality.8. Documentation and Reporting:- Maintain accurate records of project plans, client communications, and engineer assignments.- Generate detailed reports on project progress and performance metrics.Qualifications:- Education: Bachelor&rsquo;s degree in IT, computer science, or a related field.- Experience: 3-5 years in IT service management, client support, and telecom.- Technical Skills: Knowledge of IT infrastructure, networking, and technical troubleshooting.- Client Focus: Strong client service and relationship-building abilities.- Analytical Abilities: Proficient in conducting requirement analysis and project scoping.- Communication: Excellent verbal and written communication skills.- Leadership: Ability to guide and mentor IT engineers.Job Type: Full-timePay: From Rs1.00 per monthWork Location: In personApplication Deadline: 29/11/2024

Service Delivery Manager

Stewart Pakistan Private Limited

<div>
 
 
 Job Summary:
 
 
 
 
 
 We are looking for a proactive and detail-oriented Incident Manager (Lead IT Service Management Analyst) to oversee the end-to-end management of critical and major incidents, ensuring minimal business impact and timely resolution. The ideal candidate will be responsible for leading incident bridges, driving resolution efforts across technical teams, and ensuring clear and timely communication to stakeholders throughout the lifecycle of the incident.
 
 
 
 
 
 Job Description &ndash; (Duties/Responsibilities)
 
 
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 Bridge Management:
 
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 Initiate, lead, and manage incident bridges (voice/video/chat) for major and critical incidents.
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 Ensure all relevant stakeholders and technical teams are engaged promptly.
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 Maintain control and structure during bridge calls to drive resolution.
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 Incident Coordination:
 
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 Coordinate with application, infrastructure, and support teams to identify root cause and drive timely resolution.
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 Monitor incident progress and ensure escalation procedures are followed.
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 Ensure all incidents are correctly categorized, prioritized, and documented.
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 Stakeholder Communication:
 
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 Own end-to-end communications during incidents &mdash; including initial alerts, regular updates, and post-resolution summaries.
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 Tailor communication based on the audience (technical vs. business).
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 Serve as the primary point of contact during major incident escalations.
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 Post-Incident Review:
 
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 Conduct and document post-incident reviews (PIRs), involving technical teams for root cause analysis and preventive actions.
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 Track and follow up on action items from incident reviews.
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 Process Management &amp; Improvement:
 
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 Contributes to continuous improvement of the Incident Management process.
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 Ensure adherence to ITIL standards and organizational SLAs.
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 Maintain incident documentation and metrics to identify trends and opportunities for automation or training.
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 Open to learning other ITIL processes like Knowledge &amp; Reporting, and Problem Management through cross-training.
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 Criteria/Requirement:
 
 
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 Bachelor&rsquo;s degree in computer science, Information Technology, or related field.
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 3+ years of experience in IT Service Management or Operations, with at least 2 years in Incident Management.
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 Strong experience managing high-priority incident bridges.
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 In-depth knowledge of ITIL processes; ITIL certification preferred.
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 Excellent communication, facilitation, and coordination skills.
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 Ability to stay calm and focused under pressure and drive resolution in high-stress environments.
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 Familiarity with tools like ServiceNow, or similar
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 Experience working with global teams across multiple time zones.
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 Flexibility to work on-call rotations and adjust to different time zones as needed to support global operations.
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</div>

Incident Manager

MTP (Mayfair Technology Partners)

We are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of customer satisfaction. &#11835; Key Responsibilities: SLA Management:Monitor and manage SLA compliance across all technical support contracts. Track performance metrics and generate regular reports on SLA adherence. Identify and escalate SLA breaches, and coordinate resolution efforts. Technical Support:Provide Tier 1 and Tier 2 technical support to clients via phone, email, and ticketing systems. Troubleshoot hardware, software, and network issues. Collaborate with internal teams to resolve complex technical problems. Client Communication:Serve as the primary point of contact for SLA-related inquiries. Communicate service updates, outages, and resolutions clearly and professionally. Conduct periodic reviews with clients to ensure satisfaction and contract alignment. Documentation &amp; Reporting:Maintain accurate records of SLA contracts, support tickets, and performance reports. Prepare monthly/quarterly SLA compliance reports for internal and client review. Process Improvement: Recommend improvements to support processes to enhance SLA compliance. Assist in developing and refining SLA templates and support documentation. &#11835; Qualifications: Bachelor&rsquo;s degree in Computer Science, Information Technology, or related field. 3+ years of experience in technical support or IT service management. Strong understanding of SLA frameworks and ITIL principles. Excellent communication and customer service skills. Proficiency in ticketing systems &amp; Service Management Systems (e.g., Zendesk, ServiceNow, Zohodesk) and reporting tools. Ability to work independently and manage multiple priorities. &#11835; Preferred Skills: ITIL certification or equivalent. Experience with contract management systems. Familiarity with cloud services and enterprise IT environments.Full Time Onsite 11am to 8pm (Monday to Friday)Gulberg 3 IT Tower LahoreJob Type: Full-timeWork Location: In person

Technical Support Specialist

Sigenergy

<div>
 As a Service &amp; Solution Manager you will be responsible for supporting Sigenergy customers during installation, maintenance and repair of devices of the Sigenergy product portfolio. Your aim is to ensure that customers can make optimum use of the products offered and are satisfied with the service. You will also be responsible for organising training events for installers and wholesale partners:
 
 
 
 1. Planning and controlling of service activities
 
 
 
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 You plan the processes in the service area together with local colleagues and with HQ.
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 You support installers and wholesalers with service enquiries by telephone and e-mail. Your top priority is to provide fast and uncomplicated assistance.
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 If necessary, you will carry out repairs on site or support installers during initial commissioning.
 
 
 
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 2. Customer care
 
 
 
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 Customer satisfaction is crucial to the success of the company.
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 You communicate directly with customers, identify potential problems and solve them professionally.
 
 
 
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 3. Organising training events
 
 
 
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 You will organise and lead training sessions for employees, customers and partners both online and face-to-face.
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 Topics may include installation, maintenance, safety guidelines and technical aspects of storage systems and inverters.
 
 
 
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 4. Monitoring and reporting
 
 
 
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 You will monitor the performance and analyse ongoing processes.
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 KPI help you to recognise potential for improvement.
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 You will prepare reports on what is happening in the service department and share them with your supervisor.
 
 
 
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 Qualifications:
 
 
 
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 Bachelor&rsquo;s degree in Electrical Engineering, Renewable Energy, or a related field; Master&rsquo;s degree preferred.
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 Minimum of 5 years of experience in the PV solar &amp; ESS industry, with a focus on solution design and project management.
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 Strong technical knowledge of PV solar &amp; ESS systems, including design, installation, and maintenance.
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 Proven experience in customer care, service strategy development, and technical support.
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 Excellent project management skills with a track record of successfully delivering complex projects.
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 Strong interpersonal and communication skills, with the ability to build relationships and influence stakeholders.
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 Ability to work independently and as part of a team in a fast-paced, dynamic environment.
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 Proficiency in relevant software tools (e.g., PVsyst, AutoCAD, MS Office).
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 Fluency in English; knowledge of Chinese is a plus.
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 Willingness to travel within the region as required.
 
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Service & Solution Manager

&quot; Please read job description thoroughly before applying&quot;Job Summary: We are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of customer satisfaction. &#11835; Key Responsibilities: &bull; SLA Management: &bull; Monitor and manage SLA compliance across all technical support contracts. &bull; Track performance metrics and generate regular reports on SLA adherence. &bull; Identify and escalate SLA breaches, and coordinate resolution efforts. &bull; Technical Support: &bull; Provide Tier 1 and Tier 2 technical support to clients via phone, email, and ticketing systems. &bull; Troubleshoot hardware, software, and network issues. &bull; Collaborate with internal teams to resolve complex technical problems. &bull; Client Communication: &bull; Serve as the primary point of contact for SLA-related inquiries. &bull; Communicate service updates, outages, and resolutions clearly and professionally. &bull; Conduct periodic reviews with clients to ensure satisfaction and contract alignment. &bull; Documentation &amp; Reporting: &bull; Maintain accurate records of SLA contracts, support tickets, and performance reports. &bull; Prepare monthly/quarterly SLA compliance reports for internal and client review. &bull; Process Improvement: &bull; Recommend improvements to support processes to enhance SLA compliance. &bull; Assist in developing and refining SLA templates and support documentation. &#11835; Qualifications: &bull; Bachelor&rsquo;s degree in Computer Science, Information Technology, or related field. &bull; 3+ years of experience in technical support or IT service management. &bull; Strong understanding of SLA frameworks and ITIL principles. &bull; Excellent communication and customer service skills. &bull; Proficiency in ticketing systems &amp; Service Management Systems (e.g., Zendesk, ServiceNow, Zohodesk) and reporting tools. &bull; Ability to work independently and manage multiple priorities. &#11835; Preferred Skills: &bull; ITIL certification or equivalent. &bull; Experience with contract management systems. &bull; Familiarity with cloud services and enterprise IT environments.Job Type: Full-timeWork Location: In person

Technical Support Specialist(Please read job description before applying)

ibex

<div>
 
 
 About the Role
 
 
 
 
 
 
 
 
 
 The person holding this position will be responsible of managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services throughout the IBEX enterprise. Their main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible with the least impact on the business or the user as well as present technical-to-business translated reported to clients.
 
 
 
 
 
 
 
 
 
 Responsibilities
 
 
 
 
 
 
 
 
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 Ensure that the incidents and resolutions are properly executed and documented.
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 Work on other projects/issues of low to medium complexity as assigned.
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 Communicate with clients and partners to ensure clarity and uniformity in relaying any hindrance of operating procedures and processes via notifications.
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 Triggers and ensures Management or Technical Escalation in case of technical crisis with close follow up on the escalation and continuous communication.
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 He/she debriefs in real time and reports to management on the incident resolution.
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 Provides a technical and customer impact analysis of every incident to set the appropriate incident priority, escalates blocking issues, and cooperates with Service Management and Account managers to support and provide problem direction to the technical teams.
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 Continuously informs all stakeholders on the status of their problem through Incident Notification.
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 Ensures and follows up SLA and pushes for a short MTTR (Mean Time to Repair) to reduce client impact.
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 Draft and relay technically written reports for both business and technical audiences.
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 Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates &amp; fixes.
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 Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols).
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 Key Performance Indicators
 
 
 
 
 
 
 
 
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 Minimize Downtime/Maximize Uptime
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 Frequency of Preliminary Incident Reports
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 Education &amp; Experience
 
 
 
 
 
 
 
 
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 Bachelor&rsquo;s Degree or above in Information Technology, Computer Science, Software Engineering or related field(s).
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 Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred.
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 Required Skills
 
 
 
 
 
 
 
 
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 Excellent verbal and written communication skills.
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 Technical writing skills.
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 Ability to facilitate, drive, orchestrate, and lead large diverse groups.
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 Ability to understand and take charge of ongoing incidents and drive them towards resolution.
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 Willingness to learn and grow.
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 Able to handle crisis-situations and define priorities under pressure but within fixed procedures.
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 General technical knowledge in Mobile Access, Core IT/Telco, software and services.
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 Good analytical skills.
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 Strong grasp on basic to intermediate computing/networking concepts.
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 Ability to translate technical concepts into clear business driven reports detailing computing/disaster and other factors affected usual business operations.
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 Due to the nature of this work, must be able to work unconventional shifts (on call/afterhours/weekends).
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 Strong grasp of ITIL (Information Technology Infrastructure Library).
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 Ability to coordinate with team(s) of different skill set to share and obtain technical information.
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 Ability to interact with senior management, external client organizations and vendors.
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 Strong organizational skills, attention to detail and flexibility to multi-task across tasks with varying deadlines.
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 Ability to comprehend Native North American, British or Neutral Language Accents.
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 High energy, self-starter with bias for action and sense of urgency to deliver results.
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 Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data.
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 </ul>
 
 
</div>

Global ITSM Analyst - Incident Specialist

Sharp Brains

The OpportunityWe are seeking a highly skilled and strategic Service Delivery Manager to own and drive two of our most critical service lines: Global Staff Augmentation and Large-Scale IT Technology Project Management.This is not a typical SDM role. You will be the central point of ownership for ensuring the flawless delivery of specialised talent and the successful execution of complex, multi-million dollar technology refresh programs. You will act as the trusted advisor to our clients, the champion for our deployed teams, and the internal leader ensuring financial and operational excellence.Key ResponsibilitiesGlobal Staff Augmentation Delivery:<ul><li>Serve as the primary point of contact and relationship manager for clients utilising our global augmentation services.</li><li>Partner with Talent Acquisition to define, source, and onboard top-tier IT talent that precisely matches client requirements.</li><li>Manage the end-to-end life cycle of all augmented resources (contractors, consultants), from onboarding and performance management to offboarding.</li><li>Ensure high levels of satisfaction for both the client and the deployed consultants through regular check-ins, reviews, and proactive issue resolution.</li><li>Track and report on key performance indicators (KPIs) such as utilisation, client satisfaction (CSAT), and consultant performance.</li></ul>IT Technology Project Leadership:<ul><li>Lead the service delivery of major global IT transformation projects (e.g., enterprise-wide OS upgrades, hardware refresh, cloud migration support, global software rollouts).</li><li>Develop and manage detailed project plans, timelines, budgets, and resource allocation for tech replacement initiatives.</li><li>Coordinate closely with technical leads, project managers, and client stakeholders to ensure alignment on goals, milestones, and risk mitigation.</li><li>Manage the logistics of global hardware/software deployment, including procurement, shipping, staging, and reverse logistics.</li><li>Provide executive-level reporting on project status, financials, risks, and outcomes.</li></ul>Strategic &amp; Operational Management:<ul><li>Develop and manage service budgets, forecasts, and P&amp;L for your assigned accounts and projects.</li><li>Identify and implement continuous improvement initiatives to enhance delivery processes, increase efficiency, and reduce costs.</li><li>Manage contractual agreements (SOWs, MSAs) and ensure all delivery aspects meet or exceed SLA commitments.</li><li>Proactively identify and mitigate risks that could impact delivery, quality, or client satisfaction.</li></ul>What We're Looking For (Qualifications)Required:<ul><li>5+ years of experience in a Service Delivery Manager, Senior Project Manager, or Client Success Manager role within a global IT services or consulting environment.</li><li>Proven, hands-on experience managing large-scale IT technology replacement or refresh projects (e.g., PC/laptop refreshes, Windows upgrades, data center migrations).</li><li>Demonstrable experience managing IT staff augmentation programs, including managing a distributed team of consultants/contractors.</li><li>Exceptional financial acumen with experience managing budgets, forecasts, and P&amp;L for multi-million dollar accounts.</li><li>Outstanding client-facing and internal communication skills, with the ability to present complex ideas clearly to both technical and executive audiences.</li><li>Strong problem-solving, negotiation, and conflict-resolution skills.</li><li>Ability to travel globally as required (approximately 15-25%).</li></ul>Highly Desirable:<ul><li>PMP, ITIL, or other relevant certifications.</li><li>Experience with global rollout projects across EMEA, APAC, and the Americas.</li><li>Strong understanding of modern IT infrastructure, cloud platforms (Azure/AWS/GCP), and endpoint management.</li></ul>Job Type: Full-timeWork Location: In person

Service Delivery Manager (Augmentation / IT Tech Replacement Global)

Explore 1182+ It service manager in Lahore this September. Find roles across top companies and apply now to boost your career.