Job Description

Job Title: Service Delivery Manager

Experience Required: 6+ years

Location: Lahore/Islamabad
Shift Timings: 5 PM – 2 AM PKT

We are seeking a dedicated Service Delivery Manager to oversee and manage end-to-end service delivery for a key client account. This role is responsible for ensuring seamless operations, maintaining exceptional service standards, and driving overall client satisfaction.

The ideal candidate will serve as the primary liaison between the client and internal teams, ensuring alignment, efficiency, and consistent delivery excellence.

Key Responsibilities

• Act as the primary point of contact for the client on all service delivery matters
• Oversee and manage deployed resources, ensuring optimal performance, efficiency, and engagement
• Ensure consistent and high-quality service delivery in line with agreed SLAs and KPIs
• Build, nurture, and strengthen long-term client relationships
• Proactively identify risks, gaps, and opportunities for continuous improvement
• Drive client satisfaction and retention through regular communication and service reviews
• Collaborate with cross-functional teams (HR, Operations, Finance, etc.) to ensure smooth execution
• Track, analyze, and present performance metrics, reports, and insights
• Ensure adherence to internal processes, compliance standards, and client expectations
• Manage escalations effectively, ensuring timely resolution and stakeholder alignment

Requirements

• Bachelor’s degree in Business, IT, or a related field
• 6+ years of experience in Service Delivery, Account Management, or Client Success roles
• Prior experience working with a Managed Service Provider (MSP) or IT services organization is mandatory
• Proven experience managing mid-to-large scale teams
• Exceptional communication, presentation, and stakeholder management skills
• Strong analytical thinking and problem-solving capabilities
• Ability to thrive in a fast-paced, client-centric environment
• Excellent organizational and multitasking abilities