Global Service Delivery Manager

Senior Manager Business Operations & Delivery

The ideal candidate should have strong experience managing global IT enterprise customers within Managed Services environments and should be capable of driving operational governance, customer satisfaction, SLA compliance, and service excellence.

Location

DHA Phase 1, Islamabad

Key Responsibilities

1. Lead end-to-end IT Service Delivery operations for enterprise customers, ensuring consistent service excellence, operational efficiency, and adherence to contractual commitments.
2. Ensure compliance with agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), driving continuous improvement across support and managed services operations.
3. Oversee Incident, Problem, Change, Request, and Escalation Management processes to ensure timely resolution of service issues and minimize business impact.
4. Conduct and facilitate governance forums, including...