Grade: L3

Location: Islamabad

Last date to apply: 14 August 2026

Position Summary

The Manager Service Delivery & Planning is responsible for governance, demand management, service delivery oversight, infrastructure project execution, vendor management, capacity planning, budgeting support, and stakeholder engagement across all IT Infrastructure services. The role ensures that infrastructure services are delivered in accordance with agreed SLAs while supporting business growth and strategic technology initiatives.

Reporting To: Stream Head IT Infrastructure

Key Responsibilities

Service Management & Governance

• Own and manage the Infrastructure Service Catalog.
• Establish and monitor SLA, OLA, KPI, and service reporting frameworks.
• Govern service delivery across compute, storage, virtualization, cloud, database, backup, DR, and associated infrastructure services.
• Conduct service review meetings with business stakeholders.

Capacity & Demand Planning

• Lead infrastructure capacity planning activities.
• Forecast compute, storage, database, and network requirements.
• Develop infrastructure growth roadmaps aligned with business demand.

Project Planning & Implementation

• Lead infrastructure-related projects from initiation to closure.
• Manage project timelines, budgets, deliverables, risks, and dependencies.
• Coordinate cross-functional implementation activities.

Vendor & Contract Management

• Manage technology vendors, service providers, and support contracts.
• Monitor vendor performance against contractual obligations.
• Lead RFPs, technical evaluations, and contract renewals.

Stakeholder Management

• Act as the primary interface between Infrastructure and business units.
• Translate business requirements into infrastructure solutions.
• Manage communication with Technology, JazzCash, Digital, Commercial, and other stakeholders.

Financial Management

• Support budgeting and infrastructure investment planning.
• Track infrastructure operational and capital expenditures.

Optimize utilization of infrastructure assets.

Requirements

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• 8+ years of IT Infrastructure experience.
• 3+ years in a leadership role.
• Strong understanding of cloud, virtualization, storage, backup, and enterprise infrastructure.

Preferred Certifications

• ITIL Foundation/Managing Professional
• PMP or Prince2
• Microsoft Azure Administrator/Architect
• VMware VCP
• Red Hat Certifications

Key KPIs

• SLA Compliance
• Project Delivery Success Rate
• Capacity Forecast Accuracy
• Vendor Performance Score
• Customer Satisfaction Score
• Infrastructure Availability

Benefits

Why join JazzWorld?

As a certified Top Employer, JazzWorld reflects workplace standards benchmarked against leading global organizations, demonstrating our commitment to creating an environment where people can thrive and perform at their best. Our teams are driven by the belief that every JazzWorld employee should be inspired to live better every day, enabled by forward-looking leadership, an open culture, meaningful work, and continuous opportunities to learn and grow.

Our core values - Customer Obsession, Truthful, Innovation, Collaboration, and Entrepreneurial shape how we think, decide, and lead. They encourage us to challenge convention, act with accountability, work as one team, and create solutions that truly matter for our customers and communities.

As Pakistan's largest digital operator, JazzWorld serves over 100 million through connectivity, digital services, financial inclusion, entertainment, and insurance. Joining us means being part of transformation at a national scale; expanding access, unlocking opportunity, and building a more connected digital future.

At JazzWorld, everything we do is rooted in one shared ambition. This purpose defines how we work, the progress we enable, and the difference we strive to make every day a Better Life For All.