Global Service Delivery Manager

About the role

We are seeking a Global Service Delivery Manager to lead end‑to‑end IT service delivery for enterprise customers in a Managed Services environment. Based in DHA Phase 1, Islamabad, the role ensures operational excellence, SLA compliance and high customer satisfaction across multiple regions.

Key responsibilities

• Lead and coordinate all IT service delivery operations, ensuring adherence to contractual commitments and service level agreements.
• Oversee Incident, Problem, Change, Request and Escalation Management processes to minimise business impact.
• Facilitate governance forums such as Daily, Weekly and Monthly Service Reviews, MBRs and QBRs, providing performance insights.
• Monitor service performance, identify risks and implement corrective actions to maintain quality.
• Serve as primary contact for customer escalations and executive stakeholder communications.
• Collaborate with NOC, SOC, Helpdesk, Infrastructure, Operations and Field Engineering teams for seamless delivery.
• Manage service transitions, implementations, roll‑outs, IMAC activities and steady‑state operations.
• Support project management by tracking milestones, risks, issues and maintaining governance artifacts.
• Lead cross‑functional regional and global delivery teams, driving collaboration and high performance.
• Assist with resource planning, capacity management and commercial governance activities.

Required profile

• Proven experience managing global IT enterprise customers within Managed Services.
• Strong track record of driving operational governance, SLA compliance and service excellence.
• Excellent stakeholder management and communication skills, especially with senior executives.
• Ability to lead cross‑functional teams across regional and global locations.
• Experience in project governance, risk‑issue‑action‑decision (RAID) tracking and service transition management.

Required skills