MS Office
Khurram Parvez Sheikh
Service Delivery Manager
Islamabad
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Evamp & Saanga
Islamabad, Balochistan
08.2022 - Current
- Improved service quality, addressing client concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing efficient processes.
- Managed third-party contracts to drive delivery of required services.
- Supervised operations of 24-hour customer service desk staffed by 13 team members.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Facilitated completion of deliveries and verified documentation.
- Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
- Created and enforced detailed organization processes to increase quality and service standards.
Sr Linux Administrator
Evamp & Saanga
Islamabad
03.2020 - Current
- Interacted directly with users to diagnose and correct major system issues and address concerns.
- Created and serviced administrator and user accounts on Linux-based systems, managing deployments.
- Developed organization-wide administration policies to encourage continuity across multiple systems and facilities.
- Tuned system performance to optimize efficacy of new and existing hardware components.
- Reduced server downtime with proactive monitoring, timely updates, and efficient troubleshooting of Linux systems.
- Created thorough documentation outlining procedures, policies, configuration details which facilitated knowledge sharing among team members.
System Engineer
ProgosTech
02.2017 - 02.2020
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
- Provided expert support for end-users, ensuring optimal system performance and user satisfaction.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
- Resolved issues related to operational services.
Education
Bachelor in Computer Science -
Grafton College
Islamabad, Pakistan 04.2001 -
Skills
Service Level Agreement Management
Client Relationship Management
Incident Management
Performance Improvement
Project Implementation
Operations Support
Workload Management
Software
Tomcat/Apache/nginx
MySQL
CMS
Languages
Urdu
Native language
English
Upper intermediate
B2
Certification
RED HAT CERTIFIED SYSTEM ADMINISTRATOR
Interests
Travel
Sports
Digital Marketing
Ecommerce
Timeline
Service Delivery Manager
Evamp & Saanga
08.2022 - Current
Sr Linux Administrator
Evamp & Saanga
03.2020 - Current
System Engineer
ProgosTech
02.2017 - 02.2020
RED HAT CERTIFIED SYSTEM ADMINISTRATOR
12-2016
Bachelor in Computer Science -
Grafton College
04.2001 -
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