Service Delivery Executive

Job Summary

We are seeking a proactive and customer-focused Service Delivery Executive with a minimum of 2 years of relevant experience in service delivery, client coordination, and operational support. The ideal candidate will be responsible for ensuring high-quality service delivery, maintaining client satisfaction, coordinating with internal teams, and supporting day-to-day service operations.

The candidate should possess excellent communication skills, problem-solving abilities, and the capability to manage multiple tasks in a fast-paced environment.

Key Responsibilities

• Ensure smooth and timely delivery of services to clients as per agreed SLAs.
• Act as the primary point of contact for clients regarding service-related queries and escalations.
• Coordinate with internal teams including technical, operations, and support teams to resolve issues efficiently.
• Monitor service performance and ensure customer satisfaction.
• Track incidents, service requests, and escalations through ticketing systems.
• Prepare and maintain service reports, documentation, and status updates.
• Support onboarding activities and client communication.
• Identify opportunities for process improvements and operational efficiency.
• Ensure compliance with company policies and service standards.

Required Skills & Qualifications

• Minimum 2 years of relevant experience in Service Delivery, Customer Support, IT Support, or Operations.
• Strong communication and stakeholder management skills.
• Experience handling client interactions and issue resolution.
• Good understanding of SLA/KPI management.
• Familiarity with ticketing tools and service management processes.
• Strong organizational and multitasking abilities.
• Proficiency in Microsoft Office tools including Excel, Outlook, and PowerPoint.
• Ability to work independently and collaboratively within teams.

Preferred Qualifications

• Experience in IT services or managed services environment is preferred.
• Knowledge of ITIL processes is an advantage.
• Exposure to CRM or service management tools is a plus.

Education

• Bachelor’s degree in Business Administration, Information Technology, Management, or related field.

What We Offer

• Competitive salary package
• Collaborative and professional work environment
• Career growth and learning opportunities
• Exposure to client-facing and operational activities