Service Delivery Manager

Job Title: Service Delivery Manager – Shared Services

Location: Lahore

Job Type: Full-Time

Experience: 10+ Years

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 is a strategic leader with strong client engagement capabilities, an ITIL-driven mindset, and a deep understanding of enterprise IT ecosystems.

Key Responsibilities:

• Own and drive IT service delivery ensuring operational excellence and compliance with SLAs and KPIs.
• Manage and coordinate shared and dedicated IT teams , including:
• Helpdesk Support
• Network and Cloud (Azure) Engineers
• Systems Engineers
• IT Security Engineers
• Implement and maintain ITIL-aligned processes :
• Incident Management
• Change Management
• Problem Management
• Knowledge Management
• Maintain team rosters, shift schedules , and ensure timely escalations and resource availability.
• Lead recruitment, onboarding, training, and succession planning for shared resources.
• Develop and enforce Standard Operating Procedures (SOPs) for service consistency and risk mitigation.
• Act as the Single Point of Contact (SPOC) for clients, conducting service reviews and presenting reports on KPIs, SLAs, and dashboards.
• Collaborate with internal departments including HR, Finance, and Presales to drive delivery efficiency and cost-effectiveness.

Requirements:

• Experience : Minimum 7 years in IT Service Delivery or Operations Management, with 3+ years in a shared services or managed services environment.
• Technical Expertise : Proficient in IT infrastructure, Microsoft Azure, Helpdesk operations, and cybersecurity principles.
• Frameworks : Practical experience with ITIL best practices .
• Leadership : Proven success in managing cross-functional and remote teams.
• Communication : Exceptional client relationship, stakeholder management, and interpersonal skills.

Certifications:

• Mandatory : ITIL v3 or v4 Certification
• Preferred : PMP, PRINCE2, or equivalent project management certification