Service Delivery Executive

Job Purpose:

The IT Service Delivery Executive is responsible for managing and supporting the efficient delivery of IT services to meet organizational and client needs. The role involves close collaboration with internal teams, vendors, and clients to ensure adherence to SLAs, address service issues, and enhance the overall quality of IT operations.

Roles & Responsibilities:

• Coordinate the delivery of IT services, ensuring adherence to SLAs and quality standards.
• Monitor service performance metrics, identify trends, and implement corrective actions as necessary.
• Manage incidents, service requests, and changes through the ITSM tool, maintaining a focus on continuous improvement.
• Ensure adherence to ITIL processes for incident, problem, and change management.
• Act as a point of contact for client queries, updates, and escalations related to IT services.
• Maintain regular communication with clients, providing status updates and resolving service concerns.
• Build and nurture long-term relationships to enhance client satisfaction and trust.
• Troubleshoot and resolve technical issues in collaboration with the IT operations and support teams.
• Coordinate with third-party vendors for issue resolution and service delivery improvements.
• Identify and recommend process optimizations to improve service reliability and efficiency.
• Document service-related activities, configurations, and resolutions for future reference.
• Prepare performance reports, dashboards, and presentations for management and stakeholders.
• Maintain accurate records of service tickets, ensuring transparency and accountability.
• Ensure IT services comply with organizational policies, industry standards, and regulatory requirements.
• Collaborate with security teams to address vulnerabilities and ensure data protection.

Skills & Abilities:

• MS Office suite including MS Visio, MS Projects and advanced Excel skills & Presentation skills.
• Proficiency with ITSM tools (e.g., ServiceNow, Jira) and understanding of ITIL frameworks.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and interpersonal skills to interact with clients and internal teams.

Education Qualification:

Bachelors degree in information technology, Computer Science, or a related field.