Service Delivery Officer

As a Service Delivery Officer, you will act as the critical bridge between our clients and our deployed professionals. You will ensure that we consistently deliver high-quality service and exceed client expectations, while also advocating for the growth, engagement, and well-being of our deployed resources. Your role is essential in maintaining service excellence, improving delivery processes, and fostering long-term partnerships with our clients.

Key Responsibilities

Client Relationship Management

• Serve as the main point of contact for assigned clients, ensuring smooth communication between client stakeholders and project teams.
• Conduct regular client meetings to review service performance, gather feedback, and address concerns proactively.
• Champion client satisfaction and continuously seek opportunities to add value to the client partnership

Resource Engagement & Advocacy

• Maintain regular communication with deployed resources to monitor engagement, gather feedback, and identify support needs.
• Provide feedback to internal teams regarding performance, growth opportunities, and challenges faced by resources on the ground.

Service Delivery & Performance Monitoring

• Ensure high performance standards for all service delivery-related processes.
• Monitor service KPIs and SLAs, and analyze trends in service performance.
• Identify issues in delivery and coordinate with internal departments to implement timely corrective actions.

Evaluation & Feedback

• Conduct regular performance evaluations of deployed team members and provide them with clear, constructive feedback.
• Support resource development through performance coaching or by recommending learning interventions where necessary.

Incident Management & Reporting

• Take ownership of service-related incidents and ensure their timely resolution through coordination with relevant stakeholders.
• Prepare and deliver clear, data-driven reports on service performance to internal leadership and clients.
• Leverage insights from reports to make strategic recommendations that enhance project and service outcomes.

Qualifications

• Minimum 2-3 years of experience in service delivery, account management, or project coordination, preferably in the IT outsourcing or staff augmentation industry.
• Strong interpersonal and communication skills with the ability to manage both client relationships and internal teams.
• Experience in analyzing service performance data and implementing process improvements.
• Problem-solving mindset and ability to manage multiple priorities