Service Delivery Executive

**Service Delivery Executive, Pune India**
- Are you customer focused individual with a passion for technology?_

If so, ESP Global Services are currently recruiting for Service Delivery Executive to join our team in Kharadi, Pune. We are looking for individuals who has experience in client management, customer service and service delivery management

If this sounds like you, connect with us today to discuss your future with ESP

**About the role**
Working within a large customer or managing multiple low complexity customers to proactively ensure that all assigned accounts within the Customer portfolio are managed in terms of SLA achievement, high levels of customer satisfaction are maintained, Monthly delivery of the financial and contractual aspects are monitored and reported on.

**Key Accountabilities**
- Develop and sustain excellent customer relationships for all assigned customers, acting as the single point of contact (SPOC) for each allocated account.
- Develop and maintain excellent internal working relationships with key departments and represent the customer’s expectations and requirements whilst being a point of escalation.
- Maintain a thorough knowledge and understanding of the contract, commercials and SLAs / KPIs for each assigned customer to ensure that delivery of service is in line with agreed customer expectations and customer billing is accurate whilst pro-actively identifying any potential issues which may impact our delivery of this.
- Measure and monitor monthly performance levels, ensuring monthly reports are collated, analysed and distributed to the relevant parties.
- Maintain the ESP Knowledge Base, ensuring all contract specific documentation and processes are available to all to maximise the speed of resolution and improve customer satisfaction.
- Work closely with clients to understand their business needs and highlight any account development / new business opportunities to the Sales team.
- Attend Service Reviews for both Customer and Internal business stakeholders
- Work with relevant parties to ensure effective action plans are in place for escalations and that ‘root cause’ analysis is conducted to determine any required corrective actions.
- Own and manage any identified Service Improvement Plans (SIP) through to successful conclusion, working collaboratively with internal colleagues in relevant departments to ensure that corrective actions are taken before issues arise.
- Monitor financial aspects for each assigned account e.g. billing, time and materials requests, ensuring any invoice queries are resolved.

**About you**
- At least 3 years’ customer service experience for role holder to perform fully and effectively in the job
- ITIL Foundation
- Highly organised with confidence and ability to work under own initiative
- Excellent oral and written communication skills with the ability to influence and motivate others
- Strong multi-tasking skills
- Good software knowledge of MS Word, Excel and PowerPoint
- Desire to increase knowledge on the commercial aspects of Service Management

**About ESP**
ESP Global Services is a managed service provider for IT support and infrastructure solutions where we support clients, worldwide, 24/7. We make large-scale IT support simple.

Offering an innovative suite of expert IT support solutions and services, we help some of the biggest organisations across the globe, in a wide range of industries, streamline their business operations.

**What’s next?**
If this role sounds like the position for you, don’t delay
- Like what you’re hearing, but it’s not the role for you? Register your CV to be considered or notified for future positions_