Service Delivery Manager

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

We are looking for an experienced Service Delivery Manager to oversee end-to-end service delivery, ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and maintain strong client relationships. The role involves managing service operations, coordinating cross-functional teams, driving continuous improvement, handling escalations, and ensuring service quality, contractual compliance, and cost optimization.

Requirements

• 5+ years of experience 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 initiatives.
• 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.
• Ability to coordinate onshore and offshore delivery teams and promote accountability and collaboration.
• Experience tracking budgets, forecasts, resource utilization, and cost optimization opportunities.
• Strong stakeholder management, communication, analytical, and problem-solving skills.
• Ability to manage change requests, contract renewals, and multiple priorities effectively.

Qualifications

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Master’s degree preferred.
• Strong knowledge of ITIL processes; ITIL certification preferred.
• Excellent organizational skills, attention to detail, and a customer-centric approach.
• Ability to work under pressure, adapt to change, and proactively prevent service delivery issues.