Service Delivery Officer

Responsibilities:
Serve as primary interface and customer advocate for customers on service delivery and ensure in accordance to the SLA obligations. Manage customer expectations and perceptions to secure customer satisfaction in relation to deliverables.
Work closely and coordinate with the technical team and product vendor during delivery stage. Ensure proper escalation internally as well as within vendor organisation.
Proactive in engaging customers on key issues and to provide the customer and company management team with progress updates till a satisfactory closure.
Provide proactive updates to customers on delivery and provisioning stages. To organise and coordinate meetings for all parties when necessary and follow through.
Maintain rapport and familiarity with customer and vendor personnel, as well as with relevant business practices, processes and procedures.
Work closely with Service Delivery Team Lead to improve day to day operational efficiencies, continue...