Service Delivery Administrator

Service Delivery assistance (SDA)

Job Summary

The Service Delivery Administrator is responsible for supporting the delivery of services to clients by coordinating operational activities, maintaining service records, ensuring adherence to service-level agreements (SLAs), and facilitating communication between internal teams and customers. This role ensures efficient service execution, process improvements, and high customer satisfaction.

Key Responsibilities

Service Coordination & Administration

• Coordinate daily service delivery operations and administrative tasks.
• Maintain and update service delivery documentation, reports, and records.
• Track service requests, incidents, and resolutions using ticketing systems.
• Ensure all services are delivered in line with agreed SLAs.

Stakeholder Communication

• Act as a point of contact for clients regarding service updates and queries.
• Facilitate communication between operations teams, clients, and vendors.
• Provide regular updates on service performance and issues.

Reporting & Documentation

• Prepare service delivery reports, dashboards, and performance metrics.
• Maintain accurate records of service activities, contracts, and compliance documentation.
• Assist in audits and ensure proper documentation is available.

Process Improvement

• Identify areas for process improvements and operational efficiency.
• Support implementation of best practices in service delivery.
• Contribute to continuous improvement initiatives.

Issue Management

• Monitor and track incidents, escalations, and service disruptions.
• Assist in root cause analysis and corrective action tracking.
• Ensure timely resolution of customer issues.

Compliance & Quality Assurance

• Ensure adherence to company policies, procedures, and compliance requirements.
• Monitor quality standards and support service audits.
• Help maintain customer satisfaction and service excellence.

Required Skills & Qualifications

Education

• Bachelor’s degree in Business Administration, IT, Operations, or related field.

Experience

• 1–4 years of experience in service delivery, operations, or administrative roles.
• Experience with ticketing systems (e.g., ServiceNow, Jira) is preferred.

Skills

• Strong organizational and multitasking abilities.
• Excellent verbal and written communication skills.
• Proficiency in MS Office (Excel, Word, PowerPoint).
• Analytical mindset with attention to detail.
• Ability to work in a fast-paced and team-oriented environment.
• Basic understanding of IT service management (ITIL knowledge is a plus).

Experience Level

Mid Level