Service Delivery Executive at LOPTERRA

About You


The Service Delivery Executive is responsible for ensuring the effective and efficient delivery of services to clients in line with agreed Service Level Agreements (SLAs).
The role involves coordinating internal teams, managing client expectations, monitoring service performance, and ensuring high levels of customer satisfaction.


Key Responsibilities
Service Delivery Management


Oversee day-to-day service delivery operations.
Ensure all services are delivered in accordance with agreed SLAs and KPIs.
Monitor service performance and take corrective actions where necessary.
Maintain service quality standards across all projects and clients.


Client Relationship Management:


Serve as a primary point of contact for assigned clients.
Build and maintain strong client relationships.
Manage client expectations and ensure timely communication.
Address and resolve client complaints and escalations promptly.


Coordination & Execution:


Coordinate with internal teams (operations, technical, logistics, etc.) to ensure seamless service delivery.
Track project timelines and ensure deliverables are met.
Ensure proper documentation and reporting of service activities.


Performance Monitoring & Reporting:


Track and report on service delivery metrics.
Prepare regular reports for management and clients.
Analyze performance data and recommend improvements.


Process Improvement:


Identify gaps in service delivery processes and recommend enhancements.
Implement best practices to improve efficiency and service quality.
Support continuous improvement initiatives.


Compliance & Risk Management:


Ensure compliance with company policies, procedures, and regulatory requirements.
Identify potential risks in service delivery and mitigate proactively.


Qualifications & Experience


Bachelor's Degree in Business Administration, Operations Management, or related field.
3 - 5 years' experience in service delivery, operations, or client management roles.
Experience in industries such as OOH, telecoms, logistics.


Skills & Competencies:


Strong organizational and multitasking skills
Excellent communication and interpersonal skills
Problem-solving and analytical thinking
Ability to work with deadlines
Attention to detail
Proficiency in Microsoft Office (Excel, Word, PowerPoint)
Project management skills (added advantage)