Senior Manager (Internal & Allied Services)

ARE YOU READY TO RISE WITH PTCL GROUP

We are not just industry leaders; we are redefining excellence with groundbreaking solutions. PTCL Group stands out in the technology industry with its commitment to high-end innovation and leading the way in delivering integrated ICT and Cellular Network services in Pakistan, all rooted in our journey of Culture Transformation & Change Management.

PTCL Group actively cultivates an inclusive & diverse culture that values and uplifts every individual, regardless of their gender, social background, religion, belief, or disability .

PTCL Group Vision & Values:

With a clear vision to become the largest technology player and the national champion driving the digital transformation of Pakistan, PTCL Group is guided by a set of our unified core values:

• Be Resilient
• Think Big
• Win Every Battle
• Value Success

IN THIS ROLE YOU WILL

Lead and manage the Allied Services function within the IPCC domain, with overall responsibility for IPCC platforms, CUIC solutions, managed services, L1 and L2 support, reporting and analytics, training support, and process optimization. The role ensures operational alignment with business objectives, enhances service delivery, and enables seamless cross-functional integration. It drives performance through data-driven insights, governance, compliance, and continuous improvement initiatives. The incumbent serves as a strategic enabler for efficient, scalable, and customer-centric IPCC operations through robust service support frameworks and technology enablement.

HOW CAN YOU EXPRESS YOUR TALENT

• Manage Integrations & Allied Services: Oversee the integration of Ufone & PTCL with IPCC Contact Center Solutions and ensure smooth operations of all allied services nationwide.
• Operational excellence: Drive operational excellence by leading cross-functional coordination to ensure adherence to defined SLAs, efficient escalation management, and timely closure of tickets and service requests (USMs). Ensure full compliance with NIS standards, proactive mitigation of identified vulnerabilities, and implementation of system patches in alignment with security policies and audit requirements.
• Cross-Functional Collaboration: Coordinate with departments such as , HR, Governance, and Service Centers for resource provisioning, audits, compliance, and service availability.
• Disaster Recovery & Compliance: Plan and execute DR drills as per schedule and ensure compliance with legal, ethical, and security standards, including ISO and budgetary controls.
• Process Improvement & Documentation: Support Agile implementation, develop technical documentation, and identify baselines for service optimization and solution delivery.
• Transformative Project Modernization: Transformative Project Modernization" involves overhauling existing projects to incorporate advanced technologies and methodologies, enhancing efficiency and aligning with current business objectives.

WHAT YOU NEED TO BE SUCCESSFUL

Qualification

• Bachelor`s/Master's degree in Operations Management, Information Technology, or a related field.
• Master’s degree in Information Technology, Engineering, or Business (preferred)

Experience:

• Project Management
• Leadership and Team Management
• Problem Solving & Analytical Thinking

Technical Competency:

• Contact Center Technology Integration & Management
• Process Automation & Optimization
• Data Analytics & Reporting

PTCL Group's family-centric policies, offering 6-month maternity and 30-day paternity leave, along with a hybrid work model, redefine the workplace for a balanced and fulfilling career.