Senior Executive / Assistant Manager

Role Description

The Senior Executive / Assistant Manager Service Delivery supports the effective execution and delivery of services and projects to clients or internal stakeholders. This role ensures smooth coordination between teams, accurate tracking of project activities, and timely communication with clients. Acting as a key liaison among project managers, cross-functional teams, and customers, the position contributes to successful service delivery, operational efficiency, and continuous improvement.

Key Responsibilities

1. Project & Service Delivery Support

Assist in developing project plans, scopes, and delivery requirements.

Track project progress and maintain updated timelines, task lists, and documentation.

Support the management of project risks, issues, and change requests, escalating when necessary.

Help ensure services and project deliverables meet timelines and quality standards.

2. Client & Stakeholder Support

Serve as a day-to-day contact for client communication and service updates.

Maintain positive client relationships by ensuring requirements are clearly understood and executed.

Gather client feedback and support actions that enhance customer satisfaction.

Communicate project status, challenges, and resolutions professionally.

3. Cross-Functional Coordination

Coordinate with technical, operations, and support teams to ensure task alignment.

Organize and facilitate meetings such as progress reviews, requirement discussions, and internal check-ins.

Prepare meeting materials, record minutes, and follow up on action items.

4. Process Improvement & Reporting

Assist in collecting and analyzing project/service delivery performance metrics.

Prepare project reports, service delivery reports (including SLAs), and documentation for clients.

Participate in initiatives to improve workflows, tools, and service delivery processes.

5. Quality & Compliance

Support the monitoring of service quality to ensure compliance with company standards, SLAs, and regulations.

Track customer satisfaction and help drive corrective actions where required.

Ensure proper documentation, version control, and adherence to internal processes.

Qualifications

Education

Diploma or Bachelor's degree in Business Administration, Project Management, Information Technology, or a related field.

Technical Skills

Basic understanding of project management methodologies (Agile, Waterfall, Hybrid).

Familiarity with project management tools such as MS Project, Jira, Asana, or Trello.

Knowledge of service delivery frameworks, operational processes, and SLAs.

Proficiency in Microsoft Office tools (Excel, PowerPoint, Word).

Soft Skills

Strong communication and interpersonal skills.

Solid organizational, coordination, and time-management abilities.

Problem-solving mindset with attention to detail.

Ability to collaborate effectively with cross-functional teams.

Ability to manage multiple tasks efficiently in a fast-paced environment.

• Customer-centric attitude with a focus on delivering high-quality outcomes.