Senior Service Delivery Lead - IT & Client Operations

iSystems Ltd; Lahore; On-site; PKR 1,800,000 - 3,600,000; Full time

Job summary

iSystems Ltd is seeking an experienced Service Delivery Manager to oversee end-to-end service delivery, ensure SLA/KPI compliance, and maintain strong client relationships. The role involves managing service operations, coordinating cross-functional teams, driving continuous improvement, handling escalations, and ensuring service quality and cost optimization.

Qualified candidates will have 5+ years in service delivery or related IT/managed services, with ITIL knowledge and a strong track record

Qualifications

• 5+ years in service delivery, operations management, or client-facing IT/managed services roles.
• Strong experience managing SLAs, KPIs, and large-scale service contracts.
• Experience monitoring service performance, resolving escalations, and driving continuous improvement.
• Proven ability to manage client relationships, conduct service review meetings, and present performance reports.
• Experience with service governance, compliance, documentation, incident reporting, and change management.

Responsibilities

• Oversee end-to-end service delivery and ensure SLA/KPI compliance.
• Coordinate cross-functional teams to deliver services.
• Drive continuous improvement and cost optimization across service operations.
• Handle client escalations and provide timely performance reports.
• Maintain strong client relationships and conduct regular service review meetings.
• Ensure contractual compliance and governance across onshore/offshore delivery.

Skills

SLA/KPI management

Stakeholder management

Cross-functional coordination

Escalation handling

Budget tracking

Change management

Client relationship management

Analytical skills

Education

Bachelor's degree in Business Administration or IT

Master’s degree preferred

Tools

ITIL practices

Job description

iSystems Ltd is seeking an experienced Service Delivery Manager to oversee end-to-end service delivery, ensure SLA/KPI compliance, and maintain strong client relationships. The role involves managing service operations, coordinating cross-functional teams, driving continuous improvement, handling escalations, and ensuring service quality and cost optimization.

Qualified candidates will have 5+ years in service delivery or related IT/managed services, with ITIL knowledge and a strong track record