Expert Experience Service Delivery

The Expert Experience Service Delivery role based in Islamabad plays a vital part in supporting and enhancing office and employee experience services across various functions such as travel, logistics, facilities, vendor operations, and engagement initiatives. This position demands a professional with a blend of operational expertise, strong analytical skills, and governance capabilities to ensure the efficient and compliant delivery of services aligned with the organization’s objectives. The role involves close collaboration with the Regional Manager and functional specialists to monitor performance, manage SLAs, control costs, optimize services, and advance the overall employee experience framework. The application deadline for this opportunity is 3rd December 2025.

Key Responsibilities

Experience Service Delivery & Governance: Manage and coordinate experience services including travel, logistics, office facilities, and employee support. Develop and document service workflows to improve quality and responsiveness. Establish, monitor, and report on SLAs to ensure they meet business requirements and approved frameworks. Work alongside Strategic Business Unit representatives to negotiate and implement SLAs. Track SLA compliance, identify performance gaps, and facilitate timely resolutions. Prepare dashboards, cost summaries, and utilization reports for management review. Support governance frameworks and drive continuous improvement initiatives.

Vendor & Third-Party Workforce Support: Collaborate with vendor leads and internal teams to collect performance data, SLA metrics, and compliance information for reporting and governance purposes. Maintain comprehensive documentation related to contracts, renewals, and vendor compliance. Provide analytical assistance during financial reviews and vendor evaluations. Act as a liaison to ensure transparent communication and prompt resolution of issues between vendors and internal stakeholders.

Event & Stakeholder Coordination: Support the planning and execution of employee engagement and corporate events, ensuring adherence to budget and compliance standards. Work closely with HR, Communications, and Finance departments to facilitate smooth event delivery. Assist with logistics and documentation for senior leadership visits and external partner engagements.

Café & Facility Support: Partner with café and facility specialists to monitor service quality, hygiene, and safety standards. Assist in reporting inspection outcomes and contribute to implementing quality improvement measures.

Financial Governance & Compliance: Aid in maintaining financial governance and procedural compliance across experience services. Keep audit-ready records for financial and operational activities. Coordinate with Finance and Audit teams to address observations and uphold corporate compliance. Support budget utilization tracking, cost variance analysis, and preparation of financial dashboards.

Projects & Continuous Improvement: Engage in employee experience and office enhancement projects focused on efficiency, inclusivity, and digital enablement. Support cross-functional initiatives aimed at automation and process simplification. Gather and analyze employee and stakeholder feedback to identify and recommend improvement opportunities.

Required Qualifications

A Bachelor’s degree in Business Administration, Management, or a related discipline is essential. Candidates should have 5 to 7 years of progressive experience in experience services, shared services, or corporate operations. Strong expertise in SLA design, implementation, and performance management is required. Proven skills in reporting, budgeting, and service coordination are necessary. Excellent analytical and communication abilities, along with the capacity to manage multiple priorities, are critical. Proficiency in MS Office applications (Excel, PowerPoint, Word) and ERP systems, preferably Oracle or SAP, is expected.

Preferred Qualifications and Benefits

The organization is an equal opportunity employer committed to diversity and inclusion, fostering a workplace where all employees can thrive. Joining this company means becoming part of one of Pakistan’s leading private sector organizations, dedicated to transforming the lives of over 70 million customers through innovation and digital empowerment. Employees benefit from visionary leadership, a distinctive professional culture, continuous learning and development opportunities, and a supportive lifestyle that encourages growth. The company values entrepreneurial spirit, collaboration, and customer obsession, providing a platform for individuals eager to contribute to meaningful change within a dynamic digital economy.