Service Delivery Coordinator – AMS & SLA Specialist

FAIR Consulting Group; Karachi Division; On-site; PKR 669,600 - 892,800; Full time

Benefits offered by this job

Training and certifications

Performance bonuses

Community work days

Paid Parental Leave

Medical cover for family

Job summary

FAIR Consulting Group in Karachi is looking for a Service Delivery Coordinator to manage the operational aspects of the AMS service desk. The role involves ensuring timely handling of customer queries, ticket management, and maintaining SLA compliance.

The ideal candidate will have a Bachelor's degree in Information Technology or Business Administration, with 2–4 years of relevant experience. You will work in a cross-cultural environment and support continuous service improvement through effective communication and teamwork.

The position offers significant benefits including training, performance bonuses, and paid time off for community service.

Qualifications

• 2–4 years’ experience in an IT service desk or service delivery coordination role.
• Demonstrated experience working with ITSM tools.
• Proven ability to manage ticket SLAs.

Responsibilities

• Act as the first point of contact for customer queries received via phone, email, and the ticketing portal.
• Log, categorizse, and prioritise tickets in the ITSM tool.
• Track and manage ticket SLAs across all priority levels.

Skills

ITSM tools (ServiceNow, Jira Service Management)

Ticket SLA management

Strong written and verbal communication

Proficiency in Microsoft Office 365

Education

Bachelor's degree in Information Technology or Business Administration

Tools

ServiceNow

Jira Service Management

Job description

FAIR Consulting Group in Karachi is looking for a Service Delivery Coordinator to manage the operational aspects of the AMS service desk. The role involves ensuring timely handling of customer queries, ticket management, and maintaining SLA compliance.

The ideal candidate will have a Bachelor's degree in Information Technology or Business Administration, with 2–4 years of relevant experience. You will work in a cross-cultural environment and support continuous service improvement through effective communication and teamwork.

The position offers significant benefits including training, performance bonuses, and paid time off for community service.