Service Delivery Executive

Key Responsibilities

Service Contract & Performance Management

• Manage ongoing and future service contracts to ensure smooth and reliable service delivery.
• Monitor, review, and enforce Service Level Agreements (SLAs), including developing improvement plans and countermeasures where gaps are identified.
• Track service metrics, reliability indicators, and deliverables to ensure compliance and performance optimization.
• Support budget monitoring related to service delivery operations.
• Coordinate and lead professionals responsible for delivering services to clients.

Incident & Problem Management

• Manage incidents and problems to ensure timely resolution within agreed SLAs.
• Escalate critical or unresolved issues to Technical and Operations teams as required.
• Handle customer complaints, including on-site visits to gather information, conduct root cause analysis, and implement correctiv...