Job Summary
A Service Delivery Assistant supports the smooth execution of service delivery operations, ensuring clients receive timely, high-quality services. This role involves coordinating with internal teams, communicating with clients, resolving basic issues, and maintaining records to uphold service standards and enhance customer satisfaction.
Key Responsibilities
Assist in managing daily service delivery activities, including scheduling, resource allocation, and task tracking.
Act as a primary point of contact for clients, addressing inquiries, providing updates on service status, and escalating complex issues to senior staff.
Coordinate with cross-functional teams (e.g., technical support, logistics, customer success) to ensure service commitments are met.
Maintain accurate records of service requests, deliveries, and client interactions using databases or CRM systems.
Prepare reports on service performance metrics (e.g., response time, resolution rate, client feedback) for review by management.
Support the development and implementation of service improvement initiatives, such as streamlining processes or updating client communication templates.
Assist in onboarding new clients by explaining service procedures, setting expectations, and ensuring necessary documentation is completed.
Monitor service level agreements (SLAs) to ensure compliance and flag potential breaches to the service delivery manager.
Required Qualifications & Skills
Communication: Excellent verbal and written communication skills, with the ability to interact professionally with clients and colleagues.
Organization: Strong organizational and time-management skills, with the ability to prioritize tasks and manage multiple deadlines.
Problem-Solving: Basic troubleshooting skills to resolve minor client issues and identify patterns in service challenges.
Technical Proficiency: Familiarity with CRM software (e.g., Salesforce, Zendesk), Microsoft Office Suite, and database management.
Teamwork: Ability to collaborate effectively with cross-functional teams and contribute to a positive work environment.
Preferred Qualifications
Experience in a specific industry (e.g., IT services, healthcare, logistics) relevant to the organization’s focus.
Knowledge of service delivery frameworks or quality management systems (e.g., ISO standards).
Fluency in English speaking
Work Environment
Typically works in an office setting, with occasional remote work options depending on the organization.
Requires regular interaction with clients via phone, email, or in-person meetings.
This role is critical for maintaining strong client relationships and ensuring the efficiency of service operations, making it ideal for individuals who thrive in dynamic, client-focused environments.