Service Delivery Manager
At XTIUM · Islamabad, Pakistan
- Full-time
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Where you can work from
Open to Pakistan
“Islamabad, Pakistan”
From the location.
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- Posted
- 16 hours ago
- First seen by us
- 30 October 2026
- Last checked
- 16 hours ago
Job description
From XTIUM’s job post, as they wrote it.
What You Will Do
Strategic Client Management:
* Lead and oversee the client experience across a 24 x 7 x always operations delivery for multiple clients.
* Align ITIL-based service delivery to meet contractual commitments across diverse services and technologies, including but not limited to Route/Switch/Firewall and Voice technologies.
* Manage overall Client program management, ensuring SLA attainment, client communication, reporting, and quality management leveraging operational data.
Read the full description
* Lead Service Delivery Management XTIUM-Client governance cadence, including regular operations reviews and SLA reporting.
Operational Excellence:
* Develop and deliver weekly, bi-weekly, and monthly operative ticket and effort reporting from ServiceNow.
* Schedule, develop content for, and lead Quarterly Business Reviews, driving and tracking Continual Service Improvement initiatives.
* Participate in client-facing project reviews, ensuring seamless knowledge transfer to project teams and proper handoff of project deliverables.
Client Collaboration and Vision Development:
* Collaborate with clients to develop and refine their IT vision, identifying new opportunities for ATSG solutions and contributing to business cases for emerging technologies.
* Work with clients to ensure quality support for all IT infrastructure, including internal/co-location/cloud data centers, networks, disaster recovery, and vendor management.
* Identify Continual Improvement initiatives for each client which will drive higher quality, value and benefits for clients
Leadership and Innovation:
* Provide leadership to ensure XTIUMs portfolio of services is aligned with clients' business needs and transformation programs.
* Contribute to evolving technical standards, platforms, frameworks, and road maps for clients, ensuring effective communication and implementation throughout the service lifecycle.
* Provide input into programs, policies, and procedures for continuous improvement of XTIUM IT managed services.
What Qualifies You
* 6+ years of related experience in IT and IT technical staff management.
* Proven track record in Service Delivery management with a focus on superior client satisfaction.
* Extensive experience in network management, including Route/Switch/Firewall and Voice technologies.
* Ability to effectively manage resources in a matrix organization to meet and exceed Service Level Agreements.
* Demonstrated ability to work in rapid growth, dynamic, and transformational organizations.
* Exceptional team player with outstanding interpersonal and communication skills (written and oral).
* ITIL Foundation Certifications highly desired or equivalent to ITIL experience.
* Strong knowledge of ITSM tools such as ServiceNow, Cisco Technologies, Totango, and program management.
* In-depth understanding of desktop, server, application, and network environments.
* Minimum of a bachelor's degree from a four-year college or university or equivalent experience.
Service Delivery ManagerXTIUM
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