Service Delivery Officer

As a Service Delivery Officer, you will act as the critical bridge between our clients and our deployed professionals. You will ensure that we consistently deliver high-quality service and exceed client expectations, while also advocating for the growth, engagement, and well-being of our deployed resources. Your role is essential in maintaining service excellence, improving delivery processes, and fostering long-term partnerships with our clients.

Key Responsibilities

• Client Relationship Management
  • Serve as the main point of contact for assigned clients, ensuring smooth communication between client stakeholders and project teams.
  • Conduct regular client meetings to review service performance, gather feedback, and address concerns proactively.
  • Champion client satisfaction and continuously seek opportunities to add value to the client partnership 

• Resource Engagement & Advocacy
  • Maintain regular communication with deployed resources to monitor engagement, gather feedback, and identify support needs.
  • Provide feedback to internal teams regarding performance, growth opportunities, and challenges faced by resources on the ground.

• Service Delivery & Performance Monitoring
  • Ensure high performance standards for all service delivery-related processes.
  • Monitor service KPIs and SLAs, and analyze trends in service performance.
  • Identify issues in delivery and coordinate with internal departments to implement timely corrective actions.
    

• Evaluation & Feedback
  • Conduct regular performance evaluations of deployed team members and provide them with clear, constructive feedback.
  • Support resource development through performance coaching or by recommending learning interventions where necessary.

• Incident Management & Reporting
• Take ownership of service-related incidents and ensure their timely resolution through coordination with relevant stakeholders.
• Prepare and deliver clear, data-driven reports on service performance to internal leadership and clients.
• Leverage insights from reports to make strategic recommendations that enhance project and service outcomes.

Qualifications

• Minimum 2-3 years of experience in service delivery, account management, or project coordination, preferably in the IT outsourcing or staff augmentation industry.
• Strong interpersonal and communication skills with the ability to manage both client relationships and internal teams.
• Experience in analyzing service performance data and implementing process improvements.
• Problem-solving mindset and ability to manage multiple priorities

Were excited to invite you to continue your application through our new Whitecloak Careers AI platform: https://www.hellojia.ai/direct-interview/685ded508d012642144a50a4! This new platform allows you to take ownership of your application and fast-track your recruitment journey with us because your experience matters.