Service Delivery Assistant

Job description

Job Summary We are seeking a detail-oriented and proactive Service Delivery Assistant to support service delivery operations and ensure a seamless customer experience. The role involves coordinating with internal teams, monitoring service requests, maintaining service records, and ensuring adherence to service-level agreements (SLAs). The ideal candidate should possess strong communication, organizational, and stakeholder management skills. Key Responsibilities • Support day-to-day service delivery activities and ensure timely resolution of customer requests. • Monitor service performance metrics and SLA compliance. • Coordinate with internal stakeholders and external vendors to ensure smooth service operations. • Track, maintain, and update service delivery records, reports, and dashboards. • Assist in incident management, escalation tracking, and issue resolution. • Prepare periodic service review reports and presentations. • Ensure adherence to organizational processes, policies, and quality standards. • Identify process improvement opportunities and contribute to operational efficiency initiatives. • Respond to customer inquiries and provide timely updates on service requests. • Support audit and compliance activities related to service delivery operations. Required Qualifications • Bachelor's degree in Business Administration, Management, Information Technology, or a related field. • 3-5 years of experience in Service Delivery, Operations Support, Customer Service, or a similar role. • Strong understanding of service management processes and SLA management. • Excellent verbal and written communication skills. • Proficiency in Microsoft Office Suite, especially Excel, PowerPoint, and Outlook. • Experience working with ticketing or service management tools (ServiceNow, Remedy, Jira, etc.) is preferred. • Strong analytical and problem-solving abilities. • Ability to prioritize tasks and work effectively in a fast-paced environment.