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)