Service Delivery Manager (Global Clients Exp)

Position: Service Delivery Manager (Global Client Exp)

Location: Johar Town Phase -1 , Lahore

Work Days: Monday to Friday

Working Hours: 11:30 AM to 08:30 PM

Company Profile

www.sharpbrains.co.uk

Sharp Brains provides global IT staff augmentation and specialized technical deployment for complex international projects. The company delivers end-to-end managed services, security solutions, and enterprise software implementation across over 50 countries worldwide.

Role Summary

The Service Delivery Manager is a strategic, leadership role responsible for the end-to-end successful delivery of all client projects and staff augmentation engagements. This role ensures services are delivered on time, within budget, and to the highest quality standards, while strictly adhering to client (SLAs) and internal profitability targets. The SDM manages the entire Service Delivery function from the point of project/inquiry handover to completion.

Core Responsibilities

Strategic Oversight & Process Management

1. Define, implement, and continuously optimize the technical professional matching, onboarding, and project handover processes to enhance efficiency and client satisfaction.

2. Own the delivery team's resource allocation, ensuring the right Service Delivery Executives are assigned to high-priority accounts and projects.

3. Manage the financial performance of the delivery department, focusing on maximizing profitability while maintaining service quality

Client & Stakeholder Management

4. Act as the primary escalation point for critical client issues, ensuring prompt and satisfactory resolution that minimizes service disruption.

5. Conduct regular Service Review Meetings (e.g., Quarterly Business Reviews - QBRs) with key clients to review performance, gather feedback, and identify new opportunities.

6. Collaborate closely with Sales/Account Management to ensure smooth handover of new engagements and clear documentation of client needs, rates, and SLAs.

Required Expertise & Qualifications

• 5+ years of experience in IT/Technical Service Delivery, Account Management, or Global Staff Augmentation, with at least 2 years in a leadership/management capacity.
• Proven track record of managing and achieving strict SLAs and KPIs in a fast-paced environment.

Skills:

• Expert knowledge of the full IT/Technical recruitment and project lifecycle, from requirement definition to professional placement/project completion.
• Exceptional leadership, negotiation, and contract management skills.
• Strong financial acumen and ability to manage department budgets and service profitability.
• Professional certification (e.g., PMP, ITIL, or similar) is highly desirable.

Qualification

Computer Science, Information Technology, Business Administration, Project Management, or Engineering.

Job Type: Full-time

Pay: Rs145,000.00 - Rs170,000.00 per month

Work Location: In person