Senior Manager Business Operations & Delivery

Experience Required

12 - 18 Years

Industry

IT Managed Services / Infrastructure Services / Field Services / NOC-SOC Operations / Cloud & Enterprise Support

Location

DHA Phase 1, Islamabad

Role Summary

The ideal candidate should have strong experience managing global IT enterprise customers within Managed Services environments and should be capable of driving operational governance, customer satisfaction, SLA compliance, and service excellence.

Key Responsibilities

1. Lead end-to-end IT Service Delivery operations for enterprise customers, ensuring consistent service excellence, operational efficiency, and adherence to contractual commitments.

2. Ensure compliance with agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), driving continuous improvement across support and managed services operations.

3. Oversee Incident, Problem, Change, Request, and Escalation Management processes to ensure timely resolution of service issues and minimize business impact.

4. Conduct and facilitate governance forums, including Daily, Weekly, and Monthly Service Reviews, Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs), providing strategic insights and performance updates.

5. Monitor service delivery performance, identify operational risks, and implement corrective actions to maintain high levels of service quality and customer satisfaction.

6. Act as the primary point of contact for customer escalations, executive stakeholder communications, and service governance matters, ensuring effective expectation management and relationship development.

7. Build and maintain strong customer relationships by proactively managing communications, addressing concerns, and delivering services that consistently meet or exceed client expectations.

8. Coordinate closely with NOC, SOC, Helpdesk, Infrastructure, Operations, and Field Engineering teams to ensure seamless service delivery and operational alignment.

9. Manage service transitions, implementations, rollouts, IMAC activities, and steady-state operations to ensure successful onboarding and ongoing service performance.

10. Support project management activities by tracking milestones, dependencies, risks, issues, action items, and execution timelines to ensure timely delivery of projects and operational initiatives.

11. Maintain project governance artifacts, including RAID logs, status reports, documentation, and performance dashboards, ensuring transparency and accountability across engagements.

12. Lead cross-functional delivery and support teams across regional and global operations, fostering collaboration, accountability, and high-performance service delivery.

13. Support resource planning, capacity management, utilization tracking, and workforce alignment to meet operational and business objectives.

14. Collaborate with customers, vendors, and internal stakeholders to ensure successful execution of service delivery commitments and project deliverables.

15. Support commercial governance activities, revenue assurance initiatives, and contractual compliance to protect business interests and drive operational profitability.

16. Monitor critical customer engagements, provide strategic guidance during service-impacting situations, and drive effective resolution of complex operational challenges.

17. Leverage operational and business data analytics to identify trends, support informed decision-making, and contribute to service enhancement and organizational growth initiatives.

18. Prepare and present comprehensive operational, service, and financial performance reports, providing actionable insights to senior management and key stakeholders.

19. Analyze historical performance metrics and customer feedback to develop improvement strategies, enhance service quality, and strengthen customer engagement.

Required Qualifications & Skills

• Bachelor’s degree in engineering/computer science/IT or related field
• ITIL Foundation/Intermediate Certification (Preferred)
• PMP / Prince2 Certification (preferred)
• Service Management or Project Management certifications are advantageous
• Strong Service Delivery Management experience
• Client/Account Management expertise.
• Demonstrated ability to manage SLAs, KPIs, operational governance, service reviews, and performance reporting.
• Escalation and stakeholder management
• Customer success and relationship management
• Governance reporting and service reviews
• Excellent communication and presentation skills
• Proficiency in reporting, data analysis, and Microsoft Office applications, particularly Excel, PowerPoint, and service management tools.

Work Location: In person