Service Delivery Manager – Operational Leadership

About the role

We are seeking an experienced Service Delivery Manager to lead multiple Team Leaders across operational workstreams in a fast‑paced, regulated financial services environment based in Islamabad. The role focuses on performance, accountability and delivering measurable business results.

Key responsibilities

• Lead and develop several Team Leaders overseeing various operational workstreams.
• Own service delivery performance, including KPIs, SLAs and quality standards.
• Monitor performance data, identify trends, risks and improvement opportunities.
• Act as escalation point for complex operational and stakeholder issues.
• Drive change initiatives with measurable impact.
• Ensure full compliance with regulatory requirements and internal policies.
• Report and present clear operational insights to senior management.

Required profile

• Proven experience as a Service Delivery Manager or in a similar senior leadership role.
• Strong background managing Team Leaders or multiple teams.
• Track record of delivering against KPIs, SLAs and operational targets.
• Excellent coaching, leadership and stakeholder management abilities.
• Analytical and problem‑solving capabilities.
• Experience in debt solutions, collections or financial services is preferred.

Required skills

• Proficiency in Microsoft Excel.
• Experience with reporting tools.