Service Delivery Manager

119 dinCloud Pakistan (Private) Limited; Islamabad; Presencial; PKR 1.800.000 - 3.600.000; Jornada completa

Descripción de la vacante

XTIUM is seeking an experienced Client Services Leader to drive strategic client management across 24x7 operations, ensuring SLA attainment and high client satisfaction. You will align ITIL-based service delivery with contractual commitments across diverse networks and voice technologies.

You will develop weekly and monthly operative reports from ServiceNow, lead quarterly business reviews, and collaborate with clients to shape IT vision and identify opportunities for transformation.

Formación

• 6+ years of IT and staff management experience.
• Proven track record in service delivery with strong client satisfaction.
• ITIL Foundation certification desired or equivalent experience.
• Strong knowledge of ITSM tools and network technologies.
• Bachelor’s degree or equivalent experience.

Responsabilidades

• Lead and oversee the client experience across 24x7 operations for multiple clients.
• Align service delivery to contractual commitments across networks and voice tech.
• Manage client program governance, SLA attainment, reporting and quality management.
• Develop and deliver weekly and monthly operative reporting from ServiceNow.
• Lead quarterly business reviews and drive continual service improvement.
• Collaborate with clients to refine IT vision and identify opportunities.

Conocimientos

Client management

Service delivery

Interpersonal skills

Communication skills

Resource management

Leadership

Educación

Bachelor's degree

Herramientas

ServiceNow

Cisco technologies

Totango

Descripción del empleo

Job Description

What You Will Do

Strategic Client Management:

• Lead and oversee the client experience across a 24 x 7 x always operations delivery for multiple clients.
• Align ITIL-based service delivery to meet contractual commitments across diverse services and technologies, including but not limited to Route/Switch/Firewall and Voice technologies.
• Manage overall Client program management, ensuring SLA attainment, client communication, reporting, and quality management leveraging operational data.
• Lead Service Delivery Management XTIUM-Client governance cadence, including regular operations reviews and SLA reporting.

Operational Excellence:

• Develop and deliver weekly, bi-weekly, and monthly operative ticket and effort reporting from ServiceNow.
• Schedule, develop content for, and lead Quarterly Business Reviews, driving and tracking Continual Service Improvement initiatives.
• Participate in client-facing project reviews, ensuring seamless knowledge transfer to project teams and proper handoff of project deliverables.

Client Collaboration and Vision Development:

• Collaborate with clients to develop and refine their IT vision, identifying new opportunities for ATSG solutions and contributing to business cases for emerging technologies.
• Work with clients to ensure quality support for all IT infrastructure, including internal/co-location/cloud data centers, networks, disaster recovery, and vendor management.
• Identify Continual Improvement initiatives for each client which will drive higher quality, value and benefits for clients

Leadership and Innovation:

• Provide leadership to ensure XTIUMs portfolio of services is aligned with clients' business needs and transformation programs.
• Contribute to evolving technical standards, platforms, frameworks, and road maps for clients, ensuring effective communication and implementation throughout the service lifecycle.
• Provide input into programs, policies, and procedures for continuous improvement of XTIUM IT managed services.

What Qualifies You

• 6+ years of related experience in IT and IT technical staff management.
• Proven track record in Service Delivery management with a focus on superior client satisfaction.
• Extensive experience in network management, including Route/Switch/Firewall and Voice technologies.
• Ability to effectively manage resources in a matrix organization to meet and exceed Service Level Agreements.
• Demonstrated ability to work in rapid growth, dynamic, and transformational organizations.
• Exceptional team player with outstanding interpersonal and communication skills (written and oral).
• ITIL Foundation Certifications highly desired or equivalent to ITIL 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.
• Minimum of a bachelor’s degree from a four-year college or university or equivalent experience.

Remote At XTIUM, we don’t just build IT solutions—we build careers.

Our culture is designed to empower individuals to achieve their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast‑paced environment.

If you’re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity.

Our team members are the driving force behind our success, and we’re looking for passionate, resilient individuals eager to grow and make a meaningful impact.

If you’re ready to contribute and help shape the future, XTIUM is the place for you.