Service Delivery Manager

Description:

Sharp Brains Ltd. is actively seeking a highly skilled and experienced Service Delivery Manager (SDM) to take ownership of global IT support services. The role is based in Johar Town, Lahore, and is designed for a proven leader with a background in End-User Computing (EUC), Desktop Support, Network, and Data Center operations.

This is a critical, performance-driven leadership role where you'll ensure operational excellence across a globally distributed support structure. You’ll drive delivery performance, collaborate with cross-border teams, and manage enterprise-level IT service delivery while upholding compliance and exceeding client expectations.

Key Responsibilities:

• Lead and oversee IT service delivery across international teams

• Manage deployment and staffing of support engineers across EUC, Desktop Support, Networking, and Data Center domains

• Ensure seamless service execution aligned with project scope, timelines, and budget

• Govern SLA and KPI adherence, handle performance reporting and identify operational improvements

• Collaborate with HR and delivery departments for onboarding and resource planning

• Enforce compliance with ITIL frameworks including incident, problem, and change management

• Support pre-sales teams in preparing proposals, quotes, and service delivery contracts

Requirements:

• 5–10 years of experience managing global IT support or data center operations

• Proven leadership in program management, IT operations, and client relationship handling

• Hands-on expertise with ITIL and PMP methodologies (certifications required)

• Strong grasp of SLA enforcement, KPI tracking, and cross-border coordination

• Excellent communication and documentation skills for client-facing interactions and reporting

Preferred Tools & Skills:

• Experience with ServiceNow, Jira, or similar ITSM tools

• Background in Managed Services or IT outsourcing companies

• Understanding of compliance, information security frameworks, and operational audits

What We Offer:

• Competitive salary with performance-based incentives

• A collaborative, tech-forward company culture

• Direct exposure to enterprise-level international clients

• Support for professional development and certifications