Service Delivery & Monitoring Executive

We are a global technology leader transforming the music and entertainment industry through advanced rights management and data solutions. We are looking for a Service Delivery & Monitoring Executive to ensure timely and accurate delivery of reports to clients, adhering to strict Service Level Agreements (SLAs), and to maintain a high level of customer satisfaction.

Requirements

• Monitor and manage service delivery processes to ensure adherence to SLAs.
• Identify and resolve service delivery issues promptly.
• Proactively address potential service disruptions.
• Track and analyze key performance indicators (KPIs) to measure service quality and identify areas for improvement.
• Create accurate and comprehensive reports based on Soundmouse services, tailored to specific client and service requirements.
• Utilize advanced Excel formulas to automate report generation and analysis.
• Trigger and track service tickets (SP/SD) for reported incidents and service requests.
• Collaborate with relevant teams to resolve issues efficiently.
• Build and maintain strong relationships with clients through effective communication and proactive problem-solving.
• Address client concerns and inquiries in a timely and professional manner.
• Provide regular updates to clients on service status and any potential issues.

Benefits

• Competitive salary package
• Hybrid work model with flexibility to support your lifestyle
• Comprehensive private health and life insurance coverage
• The latest tech equipment to support your productivity and creativity
• A collaborative, inclusive, and international work environment