Service Delivery Coordinator/ Executive

Key Responsibilities:

• Manage and monitor support tickets logged by customers, ensuring each ticket is categorized, prioritized, and tracked in accordance with SLAs.
• Update the status of tickets promptly and accurately in the support system.
• Communicate effectively with customers to provide updates on their ticket status, gather necessary information, and ensure customer satisfaction.
• Proactively follow up on overdue or at-risk tickets and escalate issues where required.
• Collaborate and follow up with internal teams to resolve customer issues efficiently.
• Maintain thorough documentation of ticket progress and resolutions.
• Support service reporting by preparing weekly and monthly reports (e.g. ticket volume, SLA compliance, recurring issues).

Qualifications:

• Proven experience in a technical support, service desk, or service coordination role.
• Strong communication skills, both written and verbal, with the ability to explain technical information clearly to non-technical customers.
• Good organizational skills with the ability to manage multiple tickets and priorities simultaneously.
• Ability to work collaboratively in a team environment.
• Familiarity with ticketing or ITSM tools is preferred.
• Experience working in an SLA-driven, customer-facing environment is an advantage.
• Basic understanding of incident, problem, and change management concepts is a plus.