Remote Service Delivery Lead — ITIL & 24x7 Client Success

Xtium; Islamabad; Hybrid; PKR 3,000,000 - 6,000,000; Full time

Job summary

XTIUM is seeking a Service Delivery Manager to oversee 24x7 client operations across multiple clients, ensuring ITIL-aligned service delivery and robust governance. The role emphasizes strong leadership, reporting, and continual service improvement in a dynamic environment.

You will drive client satisfaction, manage cross-functional teams, and collaborate on IT vision, infrastructure support, and vendor management while supporting rapid growth and transformation programs.

Qualifications

• 6+ years of IT and IT staff management experience.
• Strong track record in service delivery with focus on client satisfaction.
• Experience with network technologies (Route/Switch/Firewall and Voice).
• Ability to manage resources in a matrix organization and meet SLAs.
• ITIL Foundation certification is highly desirable.

Responsibilities

• Lead and oversee client experience across 24x7 operations for multiple clients.
• Align ITIL-based service delivery to contractual commitments across technologies.
• Manage client program management, SLA attainment, reporting, and quality data.
• Lead governance cadence with regular operations reviews and SLA reporting.
• Develop and deliver reports from ServiceNow (tickets and effort).
• Lead Quarterly Business Reviews and drive Continual Service Improvement initiatives.
• Collaborate with clients to refine IT vision and opportunities for ATSG solutions.
• Ensure quality support for IT infrastructure, data centers, networks, DR, and vendor mgmt.
• Provide leadership to align services with client transformation programs.

Skills

Client management

Leadership

Program management

ITIL knowledge

Stakeholder management

Education

Bachelor's degree

Tools

ServiceNow

Cisco Technologies

Totango

ITSM tools

Job description

XTIUM is seeking a Service Delivery Manager to oversee 24x7 client operations across multiple clients, ensuring ITIL-aligned service delivery and robust governance. The role emphasizes strong leadership, reporting, and continual service improvement in a dynamic environment.

You will drive client satisfaction, manage cross-functional teams, and collaborate on IT vision, infrastructure support, and vendor management while supporting rapid growth and transformation programs.