Service Delivery Executive

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 corrective and preventive actions.

Service Review &...