Service Delivery & Monitoring Executive at Orfium

Colombo, Western Province, Sri Lanka -

Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

0.0

Posted On

17 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery, Monitoring, SLA Adherence, Issue Resolution, KPI Tracking, Report Generation, Excel Formulas, Service Ticket Management, Client Relationship Management, Problem-Solving, Communication, Attention To Detail

Industry

Software Development

Description

About Us We are a global technology leader transforming the music and entertainment industry through advanced rights management and data solutions. With 700+ team members across offices in Los Angeles, London, Dublin, Athens, Sofia, Tokyo, and more, we partner with top-tier clients such as Sony Music Publishing, Warner Music Group, BBC, and Universal Music Publishing. Our mission is to help creators, rights holders, and media companies track, manage, and monetize content across platforms like YouTube and TikTok. At Orfium, you’ll join a passionate, international team of developers, designers, scientists, and music lovers, all working together in a flexible, hybrid environment where innovation, openness, and ownership are at the heart of everything we do. We are looking forward to meeting with you! Role 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. Responsibilities ● 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. ● Diploma or degree in IT, Business Management, or a related field. ● Excellent verbal and written communication skills in English. ● Strong customer service orientation and interpersonal skills. ● Advanced proficiency in Microsoft Excel, including formulas and data analysis. ● Strong analytical and problem-solving skills. ● Ability to work independently and as part of a team. ● Proactive approach to identifying and resolving issues. ● Strong attention to detail and accuracy. 💰 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 EEO / Accommodation At Orfium, we are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates—regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status

Responsibilities

The role ensures timely and accurate delivery of client reports while adhering to strict Service Level Agreements (SLAs) and maintaining high customer satisfaction. Responsibilities include monitoring service delivery processes, resolving issues promptly, tracking KPIs, and creating comprehensive reports using advanced Excel.