Job Type: Full-time
Location: Lahore
Shift Timings: 5:00 PM – 2:00 AM PKT
Summary
We are seeking an experienced Service Delivery Manager to lead service delivery operations, oversee high-performing teams, and ensure exceptional client satisfaction. The ideal candidate will be responsible for managing client relationships, driving operational excellence, monitoring KPIs through dashboards, and ensuring service delivery aligns with business objectives and SLAs. This role requires a strategic leader with strong people management skills and prior experience in a Managed Service Provider (MSP) or IT services environment.
Responsibilities
- Lead and manage end-to-end service delivery operations while ensuring compliance with SLAs and client expectations.
- Manage, mentor, coach, and develop service delivery teams, fostering a high-performance and collaborative culture.
- Act as the primary point of contact for clients, building strong relationships and ensuring consistent customer satisfaction.
- Conduct regular client service review meetings, providing performance updates and addressing concerns proactively.
- Develop, maintain, and analyze operational dashboards to track KPIs, team performance, SLA compliance, customer satisfaction, and service trends.
- Measure, monitor, and report key service delivery metrics, providing actionable insights to leadership.
- Drive continuous process improvements by identifying operational gaps and implementing best practices.
- Collaborate with Technical Support, NOC, Projects, Customer Success, and Sales teams to ensure seamless service delivery.
- Oversee resource planning, workload management, and team utilization to maximize operational efficiency.
- Manage client escalations and ensure timely resolution of service-related issues.
- Support client onboarding, service transitions, and ongoing account management activities.
- Create and maintain service delivery documentation, SOPs, reports, and operational processes.
- Present regular performance reports, dashboards, and strategic recommendations to senior leadership.
Requirements
- Bachelor's or Master's degree in Business Administration, Information Technology, Computer Science, Management, or a related field.
- 7–8 years of experience in Service Delivery, Operations Management, Customer Success, or a similar leadership role.
- Preferred experience within a Managed Service Provider (MSP), IT Services, or Technology Services environment.
- Proven experience in people management, including team leadership, coaching, performance management, and employee development.
- Strong expertise in SLA management, KPI measurement, operational reporting, and service governance.
- Hands-on experience creating and managing operational dashboards using tools such as Power BI, Tableau, Excel, or similar reporting platforms.
- Strong analytical and data-driven decision-making skills.
- Experience managing client escalations and maintaining long-term customer relationships.
- Familiarity with PSA/CRM platforms such as ConnectWise, Autotask, HaloPSA, ServiceNow, HubSpot, or Salesforce is preferred.
- Excellent stakeholder management, communication, presentation, and interpersonal skills.
- Strong organizational and project management skills with the ability to manage multiple priorities in a fast-paced environment.