Description :

Grade: L2
Location: Islamabad
Last date to apply: 24 October 2025

What is Expert Experience Service Delivery?

The Expert Experience Service Delivery will play a key role in supporting and enhancing the delivery of office and employee experience services across travel, logistics, facilities, vendor operations, and engagement initiatives.

The role is designed for a professional who combines operational understanding with analytical and governance strength, ensuring Experience Services are delivered efficiently, compliantly, and in alignment with organizational objectives. Working in close collaboration with the Regional Manager and functional specialists, this role contributes to performance tracking, SLA management, cost discipline, service optimization, and the overall advancement of the employee experience framework.

What does Expert Experience Service Delivery do?

1. Experience Service Delivery & Governance

• Support the coordination and execution of Experience Services, including travel, logistics, office facilities, and employee support functions.
• Contribute to the planning and documentation of service workflows to improve quality, responsiveness, and consistency.
• Develop, monitor, and report on Experience Services SLAs, ensuring they are aligned with business needs and approved service frameworks.
• Partner with SBU (Strategic Business Unit) representatives for SLA negotiation, agreement finalization, and seamless implementation across operating functions.
• Track SLA adherence, identify performance gaps, and coordinate resolution measures with relevant internal stakeholders.
• Prepare dashboards, cost summaries, and utilization reports for management visibility and decision support.
• Collaborate with the Regional Manager to strengthen governance frameworks and promote continuous improvement in Experience Services.

2. Vendor & Third-Party Workforce Support

• Work with vendor leads and internal stakeholders to collect performance data, SLA metrics, and compliance insights for reporting and governance purposes.
• Maintain up-to-date documentation for contracts, renewals, and vendor compliance.
• Provide analytical support during financial reviews, cost reconciliations, and vendor evaluation exercises.
• Facilitate communication between vendor representatives and internal teams to ensure transparency and timely resolution of service matters.

3. Event & Stakeholder Coordination

• Assist in the coordination and delivery of employee engagement and corporate events, ensuring compliance with planning and budgetary guidelines.
• Partner with HR, Communications, and Finance for seamless event execution and stakeholder engagement.
• Support logistical and documentation requirements for senior leadership visits and external partners.

4. Café & Facility Support

• Partner with café and facilities specialists to monitor service quality, hygiene, and safety performance.
• Support reporting on inspection findings and assist in implementing quality improvement measures.

5. Financial Governance & Compliance

• Support financial governance and procedural compliance across Experience Services, ensuring transparent documentation and control.
• Maintain audit-ready records for all financial and operational activities.
• Liaise with Finance and Audit functions to ensure timely closure of observations and compliance with corporate standards.
• Contribute to the preparation of budget utilization reports, cost variance analyses, and financial dashboards.

6. Projects & Continuous Improvement

• Contribute to employee experience and office enhancement initiatives focused on efficiency, inclusivity, and digital enablement.
• Support cross-functional projects aimed at automation and process simplification.
• Gather and analyze employee and stakeholder feedback to identify opportunities for continuous improvement

Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Requirements

Qualifications & Experience

• Bachelor’s degree in Business Administration, Management, or related field.
• 5–7 years of progressive experience in experience services, shared services, or corporate operations.
• Strong understanding of SLA design, implementation, and performance management.
• Demonstrated experience in reporting, budgeting, and service coordination.
• Excellent analytical and communication skills, with the ability to manage multiple priorities.
• Proficiency in MS Office (Excel, PowerPoint, Word) and ERP tools (Oracle / SAP preferred).

Key Competencies

• Experience Services Coordination & Governance
• SLA Development, Negotiation & Management
• Financial Governance & Audit Readiness
• Vendor & Workforce Engagement
• Data Analysis & Reporting
• Stakeholder Collaboration & Event Coordination
• Employee Experience Enhancement
• Process Improvement & Agility

Benefits

Why Join Jazz?

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 70+ million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.