Service Delivery Executive Job Description

A Service Delivery Executive supports the delivery of service to a client account against its agreed service levels. They track service level performance, prepare governance reports, coordinate with the delivery teams, and follow up on actions from client reviews. They keep the account's delivery organised under the delivery manager. A good Service Delivery Executive keeps service-level reporting accurate and on time, chases open actions to closure, spots delivery risks early, and gives the delivery manager and client a clear, reliable picture of how the account is performing.

Detail	For this role
Department	Customer Support
Level	Mid level
Reports to	Service Delivery Manager
Direct reports	None
Experience	2 to 5 years in service delivery or operations support

Service Delivery Executive job description template

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Job title: Service Delivery Executive

Department: Customer Support

Reports to: Service Delivery Manager

Location: [City], [office, branch or site]

About the role

Key responsibilities

Track service level performance for the account and keep the data accurate.
Prepare governance and service review reports for the client and manager.
Coordinate with delivery teams so service commitments are met.
Follow up on actions from client reviews and track them to closure.
Spot and flag delivery risks and issues early to the delivery manager.
Maintain the account's delivery records, trackers and documentation up to date.
Support onboarding of new scope or changes into delivery.
Compile data for continuous improvement initiatives on the account.
Coordinate incident and escalation communication for the account with the teams.
Prepare and share the weekly and monthly delivery dashboards.

Requirements

Graduate in any discipline
Experience in service delivery, support or coordination
Good reporting and communication skills
2 to 5 years in service delivery or operations support

KRAs and KPIs for a Service Delivery Executive

Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.

Key result area	How to measure it
Reporting accuracy	Service-level and governance reports accurate and on time
Action closure	Client review actions tracked to closure within the agreed time
Risk flagging	Delivery risks flagged early before they reach escalation
SLA support	Service levels supported through timely coordination and follow-up
Records	Account delivery records and trackers kept current

Skills and tools

Service level reportingGovernance supportCoordinationAction trackingRisk spottingDashboardsMS ExcelCommunication

Tools used day to day: Ticketing and ITSM tools, CRM, SLA dashboards, MS Excel, Reporting tools.

Reporting line and career path

Moves up from: Customer Support Executive, MIS Executive
Next roles: Service Delivery Manager, Customer Support Manager, Process Manager

Interview questions for a Service Delivery Executive

How do you keep service-level reporting accurate and on time?
How do you follow up on actions from a client review?
How do you spot a delivery risk before it becomes an escalation?
How do you coordinate delivery teams to meet a service commitment?
How do you prepare a clear delivery dashboard for a client?

Managing a Service Delivery Executive in ZeniaHR

AttendanceOffice based on a general shift aligned to the client, sometimes covering the client's time zone. Attendance comes from web punch on the office network or biometric at the entry, with the mobile app for approved work from home within the monthly limit. Capture controls limit web punches to the office network.LeavePlan leave around governance reviews and reporting cut-offs, or hand the trackers and reports to a colleague first. Comp-off for reviews taken on a weekly off across time zones is credited in the leave ledger and should be cleared before it expires.Performance and KRAsSet the KRAs above as goals in the review cycle and review reporting accuracy and action closure monthly, with a quarterly formal review. Rate a new executive on probation on the 1 to 5 probation review on reliability and follow-through with a comment.

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Frequently asked questions

What does a Service Delivery Executive do?

A Service Delivery Executive supports the delivery of service to a client account against its service levels. They track service-level performance, prepare governance reports, coordinate delivery teams, and follow up on actions from client reviews. They flag delivery risks early, maintain records, and give the delivery manager and client a clear picture of account performance.

What is the difference between a Service Delivery Executive and Manager?

A Service Delivery Executive supports the account with reporting, coordination and follow-up. A Service Delivery Manager owns the account: the service level agreements, client relationship, cost and overall delivery. The executive provides the data and legwork; the manager makes the commitments and answers for them. The executive role often grows into the manager role.

What qualifications does a Service Delivery Executive need?

A graduate degree with experience in service delivery, support or coordination is the usual base. Employers value strong reporting and Excel skills, the ability to track actions and spot risks, and clear communication with delivery teams and clients. Familiarity with SLAs and governance helps a candidate settle in quickly.