Associate Service Delivery

The Associate Service Delivery professional will support the Service Delivery Manager (SDM) in ensuring smooth, timely, and quality service delivery to clients. This role involves assisting with daily operations, project coordination, performance monitoring, and communication between internal teams and clients. The individual will play a key part in maintaining service excellence and driving client satisfaction within our Managed Services operations.

Key Responsibilities:

• Assist the Service Delivery Manager in overseeing day-to-day service operations across multiple MSP accounts.
• Monitor project timelines, task assignments, and deliverables to ensure adherence to SLAs and client expectations.
• Track and report on service metrics (KPIs) and escalate potential issues to the SDM proactively.
• Coordinate with internal technical teams for task updates, issue resolution, and documentation.
• Support the preparation of weekly and monthly performance reports for clients and management.
• Help identify process gaps and suggest improvements for service quality and efficiency.
• Maintain clear and professional communication with internal stakeholders and clients.
• Assist in onboarding new clients, team members, or projects under SDM’s supervision.
• Participate in team meetings and client calls, taking detailed notes and ensuring follow-up actions are completed.
• Ensure compliance with Prime’s delivery standards, policies, and client requirements.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
• 1–3 years of relevant experience in IT service delivery, customer success, or project coordination (experience with MSPs is a plus).
• Strong communication and organizational skills.
• Ability to manage multiple priorities and work effectively under supervision.
• Proficiency in Microsoft 365, ticketing tools, and reporting systems.
• Strong attention to detail and proactive approach to problem-solving.
• Comfortable working in US (EST) time zone.