Service Delivery Manager

Lahore, Pakistan

As an IT Service Delivery Manager, you will be responsible for monitoring the day-to-day performance of the Standard Services, working with Service Management and operational teams to continually address service issues and improve performance. This includes developing the service support model through the introduction process, gathering and prioritizing business and customer performance requirements, and working closely with Operations, Service Management, and Partners to deliver business-winning services.

Main Responsibilities:

Lead the IT and application support functions across all locations.

Manage team rotas to ensure consistent support coverage to the business across all locations.

Owner of the Incident, Request, Change, and Escalation processes, ensuring accurate reporting and proactively initiating service improvement activities when required.

Co-design internal SLAs and KPIs along with peers in IT and business representatives.

Monitor and audit service delivery; ensuring processes are in place and followed.

Arrange service review meetings with representatives from internal business units.

Act as the business owner for the Service Management Platform which is used across business units.

Work closely with the operations and facilities management team to coordinate office moves and changes.

Contribute to IT budget and resource planning.

Contribute to the long-term IT roadmap and strategy.

Support the Business Improvement Team in identifying and coordinating inbound business demand for new solutions.

About The Person:

Skills & Experience Required:

Experience in managing multi-site IT or application support teams.

Experience in IT asset and license management.

Experience in creating and managing an IT Service Catalogue.

Able to coach and develop team members in implementing service management standards and processes.

Builds and maintains strong stakeholder relationships.

5+ years' experience in managing IT Service Delivery teams within environments of 300+ users.

Location: Lahore 

Job Type: Onsite

Job Type: Full-time


  • IT Service Delivery: 2 years (Preferred)
Customer Relationship
Personal Evolution
Administrative Work
Technical Expertise


  • Lead the entire sales cycle
  • Achieve monthly sales objectives
  • Qualify the customer needs
  • Negotiate and contract
  • Master demos of our software

Must Have

  • Bachelor Degree or Higher
  • Passion for software products
  • Perfect written English
  • Highly creative and autonomous
  • Valid work permit for Belgium

Nice to have

  • Experience in writing online content
  • Additional languages
  • Google Adwords experience
  • Strong analytical skills

What's great in the job?

  • Great team of smart people, in a friendly and open culture
  • No dumb managers, no stupid tools to use, no rigid working hours
  • No waste of time in enterprise processes, real responsibilities and autonomy
  • Expand your knowledge of various business industries
  • Create content that will help our users on a daily basis
  • Real responsibilities and challenges in a fast evolving company
Our Product

Discover our products.


What We Offer

Each employee has a chance to see the impact of his work. You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as weekly sports sessions, team building events, monthly drink, and much more


A full-time position
Attractive salary package.


12 days / year, including
6 of your choice.

Sport Activity

Play any sport with colleagues,
the bill is covered.

Eat & Drink

Fruit, coffee and
snacks provided.