Job Description

Junior IT Service Delivery & Operations Coordinator
(On-Site End User Support | Global IT Environment)
Contract Length: 12 months
Rate: $250 USD per month
Location: Karachi, Pakistan (on-site)
Working Pattern: Full-time, Monday to Friday
Start Date: ASAP / To be agreed
ROLE OVERVIEW
We are seeking a Junior IT Service Delivery & Operations Coordinator to support local IT service delivery activities within a structured, global IT organisation.
This role is not a hands-on technical support position. Instead, it focuses on service delivery coordination, IT operations support, stakeholder management, and ITIL-aligned processes, while providing exposure to enterprise IT infrastructure and project environments.
The successful candidate will act as a local coordination and service support point, working closely with regional and central IT teams to ensure consistent service delivery, accurate reporting, and a positive user experience.
This role is ideal for an early-career professional (FE2 level) looking to develop a career in IT service delivery, IT operations, or technology project coordination.
KEY RESPONSIBILITIES
IT Service Delivery & Operations Support
Support local IT service delivery activities in line with ITIL-based incident, request, and change processes.
Ensure incidents and service requests are logged accurately to support KPI and SLA reporting.
Assist service delivery leads by identifying recurring issues, service risks, and improvement opportunities.
Follow defined escalation paths to ensure service continuity and user satisfaction.
Stakeholder & Vendor Coordination
Act as a professional on-site point of contact for local users, vendors, and visiting IT teams.
Coordinate with central IT, infrastructure teams, and third-party suppliers to support service outcomes.
Provide clear updates to stakeholders on issue status and service activities.
IT Infrastructure Exposure (Coordination / Support)
Act as on-site "hands and eyes" for regional and central infrastructure teams.
Support basic checks, access coordination, and issue identification under instruction.
Assist visiting engineers and vendors during on-site activities.
Project & Change Support
Support local coordination of IT projects, technology rollouts, and changes.
Assist with scheduling, user communications, readiness checks, and rollout activities.
Track assigned actions, dependencies, and outcomes as directed by project or service delivery leads.
Documentation, Reporting & Compliance
Maintain accurate documentation of service activities, actions taken, and outcomes.
Support service reporting activities related to KPIs, SLAs, and operational metrics.
Follow established IT procedures, security policies, and governance frameworks.
Team & Professional Development
Demonstrate early leadership behaviours through reliability, communication, and ownership.
Support team leads by sharing insights from day-to-day service delivery activities.
Build foundational experience across service delivery, IT operations, and enterprise IT environments.
REQUIRED SKILLS & EXPERIENCE
Essential
1-3 years' experience in:
IT service delivery support
IT operations coordination
Service desk / IT support within a structured environment
Exposure to ITIL-based processes (incident, request, change).
Experience working with ticketing systems and service workflows.
Strong communication and stakeholder engagement skills.
Comfortable working on-site in Dhaka.
Organised, process-driven, and detail-oriented.
Desirable (Not Essential)
Experience supporting IT projects or rollout activities.
Exposure to KPI and SLA reporting.
Basic understanding of enterprise IT infrastructure concepts (non-technical).
Interest in progressing into IT service delivery, operations, or project roles.
WHAT THIS ROLE OFFERS
Competitive local salary for a junior IT service delivery role.
Hands-on exposure to a global enterprise IT environment.
Structured experience across:
IT Service Delivery Management
IT Operations & Governance
ITIL Frameworks & Processes
KPI & SLA-driven service models
Project & change coordination
Stakeholder engagement
CAREER PROGRESSION
This role provides a strong foundation for progression into:
IT Service Delivery Analyst
IT Operations or Technology Coordinator
Service Desk / Workplace Technology roles
Junior IT Project or PMO support positions
SUMMARY
This position is designed for early-career professionals who want to move beyond traditional IT support and gain exposure to enterprise service delivery, operations, and governance, while working in a visible, on-site role within a global IT organisation.

Skills Required