Service Delivery Manager

Full job description

We are seeking a Service Delivery Manager / Key Account Manager to manage international corporate clients, ensuring smooth operations, SLA compliance, and strong customer relationships. The role requires close coordination with internal teams, OEMs, and procurement stakeholders, along with data analysis and catalog management.

Role and Responsibilities:

• Build and maintain strong relationships with client stakeholders.
• Ensure all Service Level Agreements (SLAs) are met; analyze and report breaches with corrective actions.
• Conduct risk analysis across customer operations and recommend solutions.
• Prepare and deliver quarterly/semi-annual business reviews with clients.
• Coordinate with procurement teams, OEMs, and manufacturers to fulfill client requirements.
• Manage catalog updates (pricing, product specifications, EOL products) and design customer-specific catalogs globally/regionally.
• Drive customer requirements internally across operations, catalog, and supply chain teams.
• Identify and share new sales opportunities with the commercial team.
• Generate and present reports from customer data (monthly, quarterly, yearly).

Requirements:

• Bachelor’s degree required; MBA preferred.
• 3-4 years’ experience in Customer Service, Account Management, or Service Delivery.
• Experience in the IT Hardware industry and handling international clients is preferred.
• Strong communication and interpersonal skills.
• Proficiency in MS Office (Excel, Word, PowerPoint).
• Ability to work under pressure with a proactive, problem-solving mindset.
• Flexible to work in 3:00 PM – 12:00 AM PKT (Mon–Fri) shift.

Work Location: In person