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Service Delivery, Monitoring Executive
OrfiumService Delivery Executive at Soundmouse, ensuring timely delivery of reports to clients and maintaining high customer satisfaction. Collaborating with teams and managing service delivery processes effectively.
About the role
Key responsibilities & impact- Monitor and manage service delivery processes to ensure adherence to SLAs.
- Identify and resolve service delivery issues promptly.
- Proactively address potential service disruptions.
- Track and analyze key performance indicators (KPIs) to measure service quality and identify areas for improvement.
- Create accurate and comprehensive reports based on Soundmouse services, tailored to specific client and service requirements.
- Utilize advanced Excel formulas to automate report generation and analysis.
- Trigger and track service tickets (SP/SD) for reported incidents and service requests.
- Collaborate with relevant teams to resolve issues efficiently.
- Build and maintain strong relationships with clients through effective communication and proactive problem-solving.
- Address client concerns and inquiries in a timely and professional manner.
- Provide regular updates to clients on service status and any potential issues.
Requirements
What you’ll need- Diploma or degree in IT, Business Management, or a related field.
- Excellent verbal and written communication skills in English.
- Strong customer service orientation and interpersonal skills.
- Advanced proficiency in Microsoft Excel, including formulas and data analysis.
- Strong analytical and problem-solving skills.
- Ability to work independently and as part of a team.
- Proactive approach to identifying and resolving issues.
- Strong attention to detail and accuracy.
Benefits
Comp & perks- 💰 Competitive salary package
- 🏠 Hybrid work model with flexibility to support your lifestyle
- 🏥 Comprehensive private health and life insurance coverage
- 💻 The latest tech equipment to support your productivity and creativity
- 🌍 A collaborative, inclusive, and international work environment
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Service Delivery ProcessesKPI TrackingReport GenerationData AnalysisService Ticket Management
Soft Skills
Verbal CommunicationWritten CommunicationInterpersonal SkillsAttention to DetailProactive Problem-Solving
Certifications
Diploma or Degree in ITDiploma or Degree in Business Management