Service Delivery Assistant

Job Description

Job Summary

This role plays a key part in managing day-to-day service requests, tracking performance, and supporting continuous improvement initiatives.

• Assist in managing day-to-day service delivery operations and ensure services are delivered as per agreed SLAs.
• Act as a point of contact for client queries and service requests.
• Track, monitor, and update service tickets or requests using internal systems.
• Coordinate with internal departments (operations, IT, HR, etc.) to ensure timely resolution of issues.
• Maintain accurate records of service delivery activities and documentation.
• Support in preparing reports on service performance, KPIs, and customer feedback.
• Escalate critical issues to senior team members or management when required.
• Help in identifying process improvements to enhance efficiency and service quality.
• Assist in onboarding new clients or services.
• Ensure compliance with company policies, procedures, and service standards.

• Strong communication and interpersonal skills.
• Good organizational and time-management abilities.
• Customer-focused mindset with problem-solving skills.
• Basic understanding of service delivery processes or operations.
• Ability to multitask and handle work under deadlines.
• Proficiency in MS Office (Excel, Word, PowerPoint).
• Attention to detail and accuracy in documentation.

• Bachelor's degree in Business Administration, Management, or a related field (preferred).
• Relevant certifications (optional, but advantageous).

• 1–4 years of experience in service delivery, customer support, operations, or similar roles.
• Freshers with strong communication and organizational skills may also apply.