Assistant Manager Service Delivery

Mobilink Microfinance Bank Ltd; Pakistan; On-site; PKR 1,116,000 - 1,674,000; Full time

Job summary

Mobilink Microfinance Bank Ltd is looking for an Assistant Manager Service Delivery to lead the IT Service Delivery function. The role includes ensuring technical support meets ITIL standards, managing a team of engineers, and overseeing IT operations across branches. The ideal candidate should have a Bachelor's degree in Computer Science, 3–5 years of IT support experience, and strong leadership skills. Certifications in ITIL and technical expertise in various IT tools are preferred.

Qualifications

• 3–5 years of experience in IT Support/Service Delivery.
• Proven experience supervising technical teams.
• Strong leadership and crisis management skills.

Responsibilities

• Lead configuration and optimization of ITSM solution.
• Define and report on SLAs for technical issues.
• Manage a team providing Level 1 support.
• Oversee deployment and troubleshooting of specialized banking peripherals.
• Coordinate with Information Security for vulnerability management.
• Maintain inventory of IT assets.

Skills

Windows 10/11 Enterprise

ITSM tools

ITIL process implementation

endpoint security

patching tools

asset management software

banking-specific hardware

Education

Bachelor’s degree in Computer Science or related field

Job description

Assistant Manager Service Delivery - MMBL

Lead the IT Service Delivery function by ensuring seamless technical support, maintaining ITIL‑compliant service standards, and supervising a team of engineers to provide high‑availability infrastructure support across the bank’s branch network and head office.

Key Responsibilities

• Service Management & ITIL Compliance – Lead configuration, administration, and optimization of the bank’s ITSM solution, ensuring Incident, Problem, and Change Management workflows align with ITIL frameworks.
• SLA Governance – Define, monitor, and report on SLAs to ensure timely resolution of technical issues.
• Executive Support – Act as primary technical point of contact for Executive Management, providing high‑priority support for senior leadership.
• Technical Operations & Team Supervision – Manage a team of desktop and field engineers providing Level 1 support for Windows 10/11 environments, hardware maintenance, and onsite/remote troubleshooting.
• BVS & Peripheral Support – Oversee deployment, maintenance, and troubleshooting of Biometric Verification Systems and other specialized banking peripherals.
• Security & Compliance – Coordinate with Information Security team to patch and remediate vulnerabilities across endpoints and infrastructure; manage IT off‑boarding process ensuring access rights revoked and hardware recovered.
• Inventory & Asset Management – Maintain centralized real‑time inventory of all IT assets and implement monitoring tools for hardware health and software licensing.
• Project Management & Administration – Lead End‑of‑Life hardware refresh projects and large‑scale software deployments (e.g., OS migrations, security agent rollouts); manage IT invoicing, vendor payments, and procurement documentation.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 3–5 years of experience in IT Support/Service Delivery, preferably within Banking or Microfinance sector.
• Proven experience supervising technical teams and field engineers.
• Technical skills: Windows 10/11 Enterprise, ITSM tools, ITIL process implementation, endpoint security, patching tools, asset management software, banking‑specific hardware (BVS, printers, scanners).
• Certifications: ITIL Foundation (required); Microsoft Certified: Endpoint Administrator Associate (plus).
• Soft skills: strong leadership, crisis management, problem‑solving, ability to translate technical jargon for non‑technical stakeholders and executive management.

Job Location

Head Office