24/7 IT Service Delivery Lead - Strategic Client Advocate

dinCloud Pakistan, An ATSG Company; Islamabad; On-site; PKR 2,000,000 - 4,000,000; Full time

Job summary

dinCloud Pakistan, An ATSG Company, seeks an experienced Service Delivery Manager to lead strategic client management for 24x7 operations across multiple clients. You will align ITIL-based service delivery with contractual commitments and oversee SLA attainment, reporting, and quality management.

You will drive governance cadences, prepare weekly to monthly reports from ServiceNow, and lead quarterly business reviews. Strong ITSM tool expertise and vendor management are essential.

Qualifications

• 6+ years of IT and staff management experience.
• Proven track record in service delivery with client satisfaction.
• Extensive experience in network management (Route/Switch/Firewall and Voice).
• Ability to manage resources in a matrix organization to meet SLAs.
• Experience in rapid growth, dynamic and transformational organizations.
• Excellent written and oral communication and teamwork.
• ITIL Foundation Certifications highly desired or equivalent experience.
• Strong knowledge of ITSM tools such as ServiceNow, Cisco Technologies, Totango, and program management.
• In-depth understanding of desktop, server, application, and network environments.
• Bachelor's degree from a four-year college or university or equivalent experience.

Responsibilities

• Lead and oversee the client experience across 24x7 operations for multiple clients.
• Align ITIL-based service delivery to meet contractual commitments across diverse services and technologies.
• Manage client program management, ensuring SLA attainment, client communication, reporting, and quality management.
• Lead governance cadence with regular operations reviews and SLA reporting.
• Develop and deliver weekly, bi-weekly, and monthly operative ticket and effort reporting from ServiceNow.
• Schedule and lead Quarterly Business Reviews and drive Continual Service Improvement initiatives.
• Participate in client-facing project reviews and ensure proper handoff of deliverables.
• Collaborate with clients to develop and refine their IT vision and opportunities for ATSG solutions.
• Ensure quality support for IT infrastructure including data centers, networks, DR, and vendor management.
• Identify continual improvement initiatives for each client to drive value.
• Provide leadership to align service portfolio with clients' business needs and transformation programs.
• Contribute to evolving standards, platforms, frameworks, and road maps for clients.

Skills

Client relationship management

Communication skills

Team leadership

Matrix resource management

Problem solving

Adaptability

Strategic thinking

Interpersonal skills

Education

Bachelor's degree or higher

ITIL Foundation Certification

Tools

ServiceNow

Totango

Cisco Technologies

Job description

dinCloud Pakistan, An ATSG Company, seeks an experienced Service Delivery Manager to lead strategic client management for 24x7 operations across multiple clients. You will align ITIL-based service delivery with contractual commitments and oversee SLA attainment, reporting, and quality management.

You will drive governance cadences, prepare weekly to monthly reports from ServiceNow, and lead quarterly business reviews. Strong ITSM tool expertise and vendor management are essential.