service delivery manager

<div></div><div><div>Job Summary: 
</div><div></div> 
<div>The role is responsible for establishing and managing a structured Project Management environment aligned with best practices and SDLC standards. The position oversees the planning, execution, and monitoring of IT and MIS project portfolios, ensuring delivery within scope, time, and budget. The role requires close collaboration with project managers, stakeholders, and sponsors to ensure governance, risk management, and continuous improvement in project delivery.</div><div></div><div> 
In addition, the role supervises the IT service desk team, ensuring high-quality service delivery, adherence to SLAs, effective incident management, and ongoing skill development. By combining strong project management expertise with IT service management oversight, the role drives organizational efficiency, process improvements, and enhanced customer experiences.</div><div></div><div> 
Job duties include but are not limited to:</div> 
<div></div><ul><li>
Setup the Project Management environment following best practice standards. This includes the methodology to be followed in managing projects, Phases, deliverables, templates to be used within each phase of the SDLC.</li><li>
Lead and manage IT projects from initiation to completion, ensuring they are delivered on time, within scope, and within budget.</li><li>
Provide oversight and follow-up on MIS/IT project portfolios to ensure they are progressing according to plan, budget, and deadlines.</li><li>
Collaborate with project managers and teams to ensure proper management of project is being followed to ensure success.</li><li>
Track the progress of projects within the portfolio of projects, providing regular updates to stakeholders on status, risks, and issues.</li><li>
Maintain clear and effective communication with project sponsors, stakeholders, and management to ensure alignment and support.</li><li>
Identify and mitigate risks across the project portfolio to ensure successful project delivery.</li><li>
Evaluate the performance of projects and the portfolio as a whole, identifying areas for improvement and implementing necessary changes.</li><li>
Establish and maintain project governance structures, processes, and standards to ensure consistency and quality in project delivery.</li><li>
Manage changes to the project portfolio, ensuring that changes are assessed, approved, and communicated effectively.</li><li>
Promote and implement continuous improvement initiatives within the project management processes and portfolio management practices.</li><li>
Supervise and lead a team of service desk agents and technicians, providing guidance, support, and feedback to ensure high-quality service delivery.</li><li>
Ensure the timely and effective delivery of IT services to end-users and customers, meeting or exceeding predefined service level agreements (SLAs).</li><li>
Oversee the handling of IT incidents and service requests, ensuring they are properly logged, categorized, prioritized, and resolved within acceptable timeframes.</li><li>
Interact with users to understand their needs, address concerns, and gather feedback to continuously improve service quality.</li><li>
Monitor and evaluate the team's performance, identifying areas for improvement and implementing corrective actions as needed.</li><li>
Organize training sessions to enhance the skills and knowledge of the team, keeping them up to date with the latest technologies and management best practices.</li><li>
Ensure accurate and up-to-date documentation of processes, procedures, and troubleshooting steps to facilitate knowledge sharing and consistency in service delivery.</li><li>
Continuously analyze service desk metrics and customer feedback to identify opportunities for process improvements and enhanced customer experiences.</li><li>
Handle and escalate complex or high-priority issues to appropriate teams or management for resolution.</li></ul><div></div><div> 
Required Qualification:</div><div></div><ul><li> 
Education: A bachelor's degree in computer science, information technology, business, project management, or a related field is typically preferred. A master's degree is a plus.</li><li>
ITIL (Information Technology Infrastructure Library) and PMP (Project Management Professional) certifications are required to demonstrate proficiency in IT service management and project management. Certification in portfolio management, such as MoP (Management of Portfolios) and SDLC (Software Development Life Cycle), is advantageous</li><li>
 Work Experience: Extensive experience in project management, with at least several 5- 7 years in a portfolio management role. Prior experience in a service desk or IT support role is in a supervisory or team lead position is a plus.</li><li>
Preferred Language: Arabic &amp; English</li></ul><div></div><div> 
 Required professional Skills.:</div> 
<div></div><ul><li>
A strong understanding of IT systems, hardware, software, and network troubleshooting is necessary. Familiarity with various operating systems, IT service management (ITSM) tools, and project management software is advantageous.</li><li>
Excellent verbal and written communication skills are crucial for interacting with customers, team members, and other stakeholders effectively.</li><li>
The ability to lead, motivate, and mentor a team is essential to ensure a productive and cohesive work environment.</li><li>
Strong analytical and problem-solving skills are necessary for identifying root causes of issues and implementing effective solutions.</li><li>
A customer-centric approach and dedication to providing exceptional service are vital in this role.</li><li>
Effective time management and organizational skills are necessary to prioritize tasks and meet deadlines.</li><li>
Ability to think strategically and align the project portfolio with the organization's goals and objectives.</li></ul></div>

Project and Service Delivery Manager - MIS

EPAM Systems

<div>
 
 We are seeking an accomplished and seasoned professional to take on the role of
 
 Director of Service Delivery - AMS
 
 .
 
 
 With a minimum of 21-29 years of experience, this strategic leadership position provides an opportunity to oversee delivery operations in a Managed Services environment, driving innovation, service excellence, and operational efficiency while cultivating strong relationships with stakeholders.
 
 
 &nbsp;
 
 
 
 Responsibilities
 
 
 <ul>
 <li>
 Lead the Delivery Organization by owning one or more accounts and serving as the primary customer-facing leader to mature and expand services
 </li>
 <li>
 Oversee the complete delivery lifecycle for a portfolio of complex projects, ensuring consistent service quality and client satisfaction
 </li>
 <li>
 Ensure effective incident management, leveraging enhanced monitoring systems to implement early warning mechanisms
 </li>
 <li>
 Define strategies to improve automation levels and successfully implement DevOps principles across delivery teams
 </li>
 <li>
 Drive improvements in system performance and stability to significantly elevate the customer experience
 </li>
 <li>
 Implement the GenAI program to boost productivity within support and operational teams
 </li>
 <li>
 Formulate and execute strategies to enhance client satisfaction and improve employee engagement metrics, including reducing project attrition rates
 </li>
 <li>
 Foster a culture of innovation and ensure measurable progress in innovation programs across the organization
 </li>
 <li>
 Drive strategic growth initiatives to deliver business development outcomes and increase revenue streams
 </li>
 <li>
 Serve as a key advocate for employee development, building high-performing and motivated teams aligned with business objectives
 </li>
 </ul>
 
 &nbsp;
 
 
 
 Requirements
 
 
 <ul>
 <li>
 21-29 years of overall experience in IT
 </li>
 <li>
 Proven experience in leadership roles within Managed Services environments (AMS or ADMS), with expertise in service delivery
 </li>
 <li>
 Deep understanding of end-to-end Service Design, Service Integration, and Management
 </li>
 <li>
 Expertise in implementing automation, DevOps practices, and improving monitoring and alerting systems
 </li>
 <li>
 Proven background in elevating system performance, stability, and reliability in large-scale service environments
 </li>
 <li>
 Strong business development capabilities with a track record of driving significant revenue growth
 </li>
 <li>
 Proven ability to effectively restructure and reorganize delivery teams to meet evolving business goals
 </li>
 <li>
 Showcase of successfully driving strategic plans and achieving long-term organizational objectives
 </li>
 <li>
 Strong communication and relationship-building skills with customers, employees, and stakeholders at all levels
 </li>
 </ul>
</div>

Director of Service Delivery - AMS

<div>
 
 The IT Service Delivery Manager is accountable for providing technical management and the provision of robust IT services across the BSL Group.
 
 
 
 Reporting directly to the Head of Business Operations &amp; Procurement, the post holder is responsible for the installation, commissioning and ongoing support of all aspects of the IT solution in support of the BSL Group.
 
 
 
 Additionally, the post holder is responsible for all day-to-day administration and support activities of the IT solution in place for the BSL Group.
 
 
 This role will be based in BSL Qatar&rsquo;s Head Office supporting operations and Entities across the BSL Group. It is required to deliver co-ordination and execution of the Non-Recurring and Recurring IT aspects of the IT Services. The role requires liaison with teams within our JV Partner Services, reach back ranging from technical help to management aspects of the cloud network.
 
 
 
 Duties and Responsibilities
 
 
 
 
 
 
 Accountable for Solution Implementation and Support:
 
 
 
 
 &middot; Lead the coordination of IT system installation, commissioning, and ongoing performance, ensuring alignment with business needs.
 
 
 
 &middot; Provide expert technical support and strategic recommendations to the Operations and Procurement teams during IT-related third-party negotiations.
 
 
 
 &middot; Oversee and execute routine system maintenance, ensuring optimal performance and security.
 
 
 
 &middot; Act as a key liaison with internal stakeholders across the group, delivering clear reports and updates on IT solutions.
 
 
 
 &middot; Assist in the governance and management of IT infrastructure and cloud-based solutions, ensuring compliance with business and regulatory standards.
 
 
 
 &middot; Support and enhance business applications hosted on the Azure platform, including ERM software and customer-facing hardware solutions.
 
 
 
 &middot; Work closely with Procurement to oversee the procurement, lifecycle management, and deployment of IT assets.
 
 
 
 &middot; Manage administrative functions for application platforms, including user account creation, role management, and permissions.
 
 
 
 &middot; Oversee and optimise SharePoint usage and administration to enhance collaboration and document management.
 
 
 
 
 
 
 
 Stakeholder Management:
 
 
 
 
 &middot; Establish and maintain effective communication with key project stakeholders to foster collaboration and transparency in IT initiatives.
 
 
 
 &middot; Engage with JV Partner Services to ensure alignment with IT solution strategies, gaining buy-in for deployment plans.
 
 
 
 
 
 
 
 
 
 Digital Transformation &amp; IT, Data and Digital Strategy
 
 
 
 
 &middot; Drive the development, implementation and continuous improvement of BSL&rsquo;s IT, Data and Digital Strategy, ensuring alignment with business objectives and future growth plans.
 
 
 
 &middot; Spearhead digital transformation projects to modernise IT infrastructure, enhance operational efficiency and drive innovation across the organisation
 
 
 
 &middot; Identify opportunities to leverage emerging technologies, automation and AI-driven solutions to optimize business processes and enhance user experience.
 
 
 
 &middot; Collaboration with senior leadership, and external vendors to ensure successful implementation of digital initiatives managing change effectively across the Organisaiton
 
 
 
 &middot; Establish frameworks for data governance, analytics and reporting enabling informed decision making and ensuring data security and compliance
 
 
 
 &middot; Monitor industry trends, evaluate new technologies and recommend strategic investments that drive digital innovation and business efficiency.
 
 
 
 
 
 
 
 Project Management:
 
 
 
 
 &middot; Lead reporting efforts on IT development, deployment, and ongoing service performance during mobilisation and operational phases.
 
 
 
 &middot; Ensure IT projects meet deadlines and adhere to the governance framework of JV Partner Services concerning cloud network management.
 
 
 
 &middot; Assist in risk assessment and mitigation strategies to enhance the success of IT solution roll-outs.
 
 
 
 
 
 Supplier Management:
 
 
 
 
 &middot; Build and maintain strong relationships with UK based and offshore IT suppliers to ensure high quality service delivery.
 
 
 
 &middot; Monitor and manage the performance of Qatari based IS/IT suppliers, ensuring compliance with service agreements and business expectations.
 
 
 
 &middot; Conduct issue analysis and troubleshooting for IT hardware and software to ensure uninterrupted service availability for business operations. Create and update documentation to promote efficiency and continuous improvement.
 
 
 
 
 
 Requirements
 
 
 
 
 &middot; Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field is highly desirable.
 
 
 
 &middot; Certifications in IT infrastructure (e.g., CompTIA, ITIL) are highly desirable.
 
 
 
 &middot; Microsoft Azure Administrator certification is preferred.
 
 
 
 &middot; Project Management certification (e.g., PRINCE2, PMP) is an advantage.
 
 
 
 &middot; Strong understanding of IT systems, infrastructure management and cloud based platforms (especially Microsoft Azure).
 
 
 
 &middot; Proven experience in managing business applications and platforms, including ERM software and SharePoint administration.
 
 
 
 &middot; Familiarity with vendor and supplier management, particularly in IT procurement processes.
 
 
 
 &middot; Knowledge of IT governance and compliance frameworks, including experience working within structured governance systems (e.g., JV Partner Services Governance Framework).
 
 
 
 &middot; Hands on experience troubleshooting and supporting hardware and software issues.
 
 
 
 &middot; Excellent project management skills, with the ability to oversee end-to-end deployment and management of IT systems.
 
 
 
 &middot; Strong technical support capabilities, providing clear and effective solutions during negotiations and issue resolution.
 
 
 
 &middot; Proficient in managing and administering user accounts, permissions, and security controls across platforms.
 
 
 
 &middot; Effective communication skills, with the ability to deliver clear updates to stakeholders and liaise with suppliers.
 
 
 
 &middot; Analytical problem-solving skills, ensuring quick resolution of IT-related issues.
 
 
 
 &middot; Highly organised, with the ability to manage competing priorities and maintain high levels of accuracy and efficiency.
 
 
 
 &middot; BSL&rsquo;s Core Competencies are: Collaboration, Trust, Customer Focus and Change Leadership.
 
 
 
 &middot; The specific competencies for this role are: Influence and Persuasion, Critical Thinking, Coaching &amp; Mentoring and Vision.
 
 
 
 
 
</div>

IT Manager

Capgemini

<div>
 
 
 Job Overview:
 
 
 
 We&rsquo;re seeking a proactive and customer-centric Last Mile Delivery Manager to lead the final stage of our logistics operations. This role combines operational excellence with direct customer engagement, ensuring that deliveries are not only timely and accurate&mdash;but also leave a lasting positive impression. It is expected that the manager handles all day-2-day operations within Gulf regions managing all the stakeholders and governing the deliverables of those operations.
 
 
 
 
 
 
 Key Accountabilities:
 
 
 
 Ensure end to end delivery of the Last Mile objectives (on time delivery, reduced cost/service, etc.)
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Manage people (portfolio share, work allocation, attrition, leaves, etc.)
 </li>
 <li>
 Manage escalations and re-prioritizations
 </li>
 <li>
 Assist team-members with exceptional situations or customer escalations
 </li>
 <li>
 Report SLA, KPIs, trackers, etc&hellip;
 </li>
 <li>
 Ensure accurate and timely order processing, picking, packing, and shipping
 </li>
 <li>
 Implement and optimize fulfillment workflows, KPIs, and SLAs
 </li>
 <li>
 Collaborate cross-functionally with supply chain, customer service, and tech teams
 </li>
 <li>
 Ensure compliance with safety, inventory, and quality standards
 </li>
 <li>
 Drive continuous improvement initiatives for speed, accuracy, and cost-efficiency
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Skills:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in, Supply Chain Managment, Business Administration, or a related field
 </li>
 <li>
 8-10 years of experience in Supply Chain
 </li>
 <li>
 Proven track record in fulfillment/logistics operations (e.g., e-commerce, retail, 3PL)
 </li>
 <li>
 Strong leadership and people management experience&mdash;motivating teams to excel
 </li>
 <li>
 Exceptional problem-solving and decision-making abilities
 </li>
 <li>
 Data-driven mindset with experience in metrics and performance analysis
 </li>
 <li>
 Excellent communication and organizational skills
 </li>
 </ul>
</div>

Last Mile Delivery Manager

hxpert

Position Title: Operations Manager Department: Operations &amp; Service Delivery Reporting To: Regional Head / Managing Director Location: Gujarat (Ahmedabad / Vadodara / Surat &ndash; based on requirement) Employment Type: Full-Time, On-Site Working Hours : 9:30 AM &ndash; 6:30 PM (Monday to Saturday) [may extend as per operational needs]1. Job PurposeThe Operations Manager will be responsible for overseeing, streamlining, and scaling Hxpert&rsquo;s home services operations in Gujarat. The role involves managing service delivery, workforce deployment, customer experience, compliance, and revenue optimization to ensure smooth functioning and sustainable growth of the business in the region.2. Key Duties &amp; ResponsibilitiesA. Operational Management<ul><li>Plan, monitor, and control daily operations of all home services (cleaning, maid, cook, babysitter, etc.).</li><li>Implement Standard Operating Procedures (SOPs) across all service categories.</li><li>Ensure adherence to service timelines, quality standards, and safety protocols.</li><li>Monitor and manage workforce schedules, task allocation, and service completion.</li></ul>B. Workforce &amp; Vendor Management<ul><li>Lead recruitment, onboarding, training, and retention of service professionals.</li><li>Ensure complete background verification (KYC, police verification, medical check-up).</li><li>Monitor staff performance and design periodic skill enhancement programs.</li><li>Develop vendor partnerships for cleaning kits, chemicals, and tools.</li></ul>C. Customer Experience<ul><li>Handle escalations and resolve customer complaints effectively.</li><li>Maintain customer satisfaction scores above the defined threshold.</li><li>Implement feedback and rating mechanisms to track service quality.</li><li>Coordinate with customer care executives for booking, rescheduling, and refund cases.</li></ul>D. Business &amp; Financial Responsibility<ul><li>Achieve monthly operational and revenue targets.</li><li>Implement cost-saving initiatives without compromising quality.</li><li>Track service demand patterns and recommend service-package models.</li><li>Support expansion into additional cities within Gujarat.</li></ul>E. Compliance &amp; Reporting<ul><li>Ensure compliance with state labor laws, health &amp; safety norms, and company regulations.</li><li>Maintain documentation of staff records, contracts, attendance, and payroll distribution.</li><li>Generate and submit MIS reports (weekly, monthly, quarterly) to Regional Head.</li><li>Oversee grievance redressal mechanisms for both customers and workforce.</li></ul>3. Required Skills &amp; Competencies<ul><li>Strong leadership and people management abilities.</li><li>Excellent communication, negotiation, and problem-solving skills.</li><li>Ability to manage large teams and field operations.</li><li>Sound knowledge of mobile app-based service platforms and digital operations.</li><li>Analytical mindset for process improvement and efficiency.</li></ul>4. Qualifications &amp; Experience<ul><li>Educational: Bachelor&rsquo;s Degree in Business Administration / Operations / Hospitality Management (MBA preferred).</li><li>Experience: 4&ndash;7 years in Operations / Facility Management / Logistics / Service Industry.</li><li>Preferred: Prior experience with service platforms (UrbanClap, Housejoy, JustDial services, etc.) or facility management companies.</li></ul>5. Compensation &amp; Benefits<ul><li>Competitive Salary (as per industry standards &amp; candidate experience).</li><li>Performance-linked incentives.</li><li>Travel Allowances &amp; Mobile Reimbursement (where applicable).</li><li>Statutory benefits as per Indian Labor Laws (PF, ESI, Bonus, Gratuity).</li><li>Opportunities for career growth during company&rsquo;s pan-India expansion.</li></ul>6. Key Performance Indicators (KPIs)<ul><li>Service delivery success rate (% of jobs completed on time).</li><li>Customer satisfaction score (CSAT / NPS).</li><li>Employee retention and workforce utilization rate.</li><li>Operational cost efficiency.</li><li>Monthly revenue growth in Gujarat region.</li></ul>For more info than this !! apply n you will be contactedJob Types: Full-time, PermanentPay: &#8377;20,000.00 - &#8377;30,000.00 per monthApplication Question(s):<ul><li>Are you Experienced in Operation Handling &amp; Quality management ?</li><li>What is your Expected Salary ?</li><li>How much are you aware of Hxpert ? (if not please make some research before Interview) </li><li>Are you willing to travel ? (Since this is an operation based post you may have to visit client bases as well)</li><li>Any Questions in your mind to ask ?</li></ul>Work Location: In person

Operation Manager

Trax courier & Logistics

&middot; Responsible for overseeing and actively participating in all phases of workforce and business planning, budgeting analysis, cost of expenses, and reporting relating to the operations of the specified area while ensuring seamless Operations.&middot; Develop short- and long-term financial and operational plans to support the company's overall objectives, monitor and maintain performance/Productivity, shipment handling, and Improved Service Quality.&middot; Manage Operations Team in compliance with established company policies and procedures for Optimized Productivity&middot; Monitoring &amp; periodic reviews of Operational SOPs / Policies / Procedures/ Network Service Delivery Plans vs. delivery.&middot; Oversee the transit process of legitimate shipments while ensuring conformance with government and accrediting agency standards, and regulations.&middot; Lead and collaborate with the operations manager for best practices and efficiency improvement for the enterprise operations team.&middot; Collaborate and support RH-South to ensure on-time deliveries of shipments to maintain Standard KPIs&middot; Ensure availability of necessary equipment at all allied branches ensuring seamless Operations&middot; Coach, counsel, and develop internal teams to work to their highest potential and resolve internal bottlenecks for seamless Service Delivery/Operations<ul><li>Lead Service Delivery of Domestic Operations, General Heavy, COD, and Bulk shipments as per Plans through Operations Teams in the respective area.</li><li>Develop and monitor daily performance scorecard.</li><li>Lead Courier Profiling and Route Optimization Process through Manager Operations/Team to maximize productivity.</li><li>Participate to improve daily Workload &amp; Capacity Management of Operations Team</li><li>Ensure optimum Attendance, Adherence to Schedule, and Outlook of staff in the respective Area.</li></ul>&middot; Ensure accurate Data recording through the system (e.g. CN Recording, Arrival Scan, Manifesting/De-Manifesting, Bagging/De-Bagging/MODS, PODs, Run Sheets, etc.)&middot; Responsible for timely issuance, dissemination, and adherence of standards documents, processes, and policies and creating full awareness &amp; understanding amongst the staff.&middot; Act as an integral part of the team to streamline the operations division of the specified network.&middot; Timely and effective resolutions of customer complaints to eliminate the reoccurrence of service gaps&middot; Provide data support on claims requested by the customer service department as per established SOPs.Job Type: Full-timePay: Rs70,000.00 - Rs80,000.00 per monthWork Location: In person

Area Operations Manager

Fulcrum Pvt Ltd

Job Opportunity: Operations Manager for Technology Company in KarachiImportant note: This is a night shift job i.e 9:00 PM (night) to 6:00 AM (morning), please apply only if you are interested to work in the night shiftWe are currently looking for an Operations Manager for one of our clients (a leading Technology/IT company based in Karachi.Ideal candidate should have the following skills set to qualify for this role.&middot; Bachelor&rsquo;s degree in Computer Science, Information Technology, or a related field&middot; 6-8 years of experience in service delivery, helpdesk coordination, or IT operations&middot; Must have experiences in HR and Admin, procurement and office supplies, IT assets management, facilities and utilities management, compliance and liaison with local authorities, bank coordination, service desk coordination etc.Eligible and interested candidates send their updated CV at soonest.Job Type: Full-timeApplication Question(s):<ul><li>How many years of experience do you have in Operations management in IT based companies?</li><li>Are you willing to work in the night shift job (9 pm to 6 am)?</li></ul>Work Location: On the road

Operations Manager (Night shift job)

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