Service Delivery Manager

Description:

Sharp Brains Ltd., a global IT support and outsourcing company, is seeking an experienced Service Delivery Manager (SDM) to lead and ensure the effective delivery of technical support services across international teams. This full-time role, based in Johar Town, Lahore, demands strong leadership, deep technical knowledge, and hands-on experience in End-User Computing (EUC), Desktop Support, Network, and Data Center operations.

The SDM will be responsible for maintaining service excellence, managing SLAs and KPIs, overseeing compliance with ITIL standards, and facilitating seamless collaboration across time zones and borders. The ideal candidate must be highly proficient in service delivery practices and have verifiable experience in global team management.

Key Responsibilities:

• Lead IT service delivery operations across EUC, Desktop Support, Network, and Data Center teams

• Ensure all services are delivered within predefined timelines, scope, and budget

• Manage staffing, engineer deployment, onboarding, and coordination with HR & delivery teams

• Govern SLA adherence, generate performance reports, and lead continuous service improvement

• Enforce compliance with ITIL-based processes in incident, change, and problem management

• Collaborate with internal teams for proposals, service quotes, and contract drafting

Candidate Requirements:

• Experience: 5–10 years in managing international IT support or data center teams

• Certifications: ITIL and PMP (mandatory)

• Proven expertise in service delivery, program and operations management

• Strong leadership in SLA/KPI management and global coordination

• Excellent communication and stakeholder management skills

Preferred Skills & Tools:

• Experience with ITSM platforms like ServiceNow, Jira, etc.

• Familiarity with managed services and IT outsourcing models

• Understanding of compliance, security frameworks, and best practices

Perks & Benefits:

• Competitive salary + performance-based incentives

• Opportunities to work with global enterprise clients

• Tech-forward and collaborative work environment

• Support for ongoing professional development and certifications