Service Delivery Executive

Sharp Brains; Thane; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Sharp Brains is seeking a Service Delivery Executive to manage day-to-day service delivery and client relationships for international staff augmentation. You will coordinate candidate matching, onboarding, and billing, while ensuring contract terms and client satisfaction across borders.

The ideal candidate has 2–4 years of experience in service delivery or staff augmentation, strong communication skills, and a data-driven approach to track KPIs and improve delivery performance.

Qualifications

• Bachelor's degree in Information Technology, Project Management, or a related field.
• 2–4 years of experience in service delivery, account management, operations, or staff augmentation.
• Hands-on experience in international staff augmentation or managing global client accounts.
• Proven track record of managing client accounts, resource planning, and workforce deployment.

Responsibilities

• Manage full lifecycle of client requests from intake to placement.
• Screen, validate, and match candidates to requirements, timelines, and budgets.
• Oversee staff augmentation accounts, onboarding, and resource utilization.
• Act as primary point of contact for clients on service delivery and escalation.
• Monitor delivery performance, identify risks, and drive continuous improvement.
• Maintain accurate documentation of client interactions, submissions, interviews, and placements.
• Coach and mentor junior team members and collaborate with recruitment and delivery teams.

Skills

SLA management

Client relationships

Staff augmentation

IT recruitment

Cross-border coordination

Stakeholder mgmt

Education

Bachelor's degree in IT/PM

Job description

The Service Delivery Executive is an operational, client-facing role responsible for the day-to-day execution of service delivery and end-to-end client relationship management. You will directly handle client requests, ensure timely and quality matching of technical talent, and support the Service Delivery Manager in maintaining high client satisfaction. This role requires proven experience in international staff augmentation or global workforce deployment, with the ability to navigate multicultural client environments and cross-border requirements.

Key Responsibilities

1. Client Demand & Talent Deployment

• Manage the full lifecycle of client requests – from initial intake (received from the SDM or BD team) to successful placement of technical professionals.
• Efficiently screen, validate, and match candidates to client skill requirements, timelines, and budgeted rates, ensuring full compliance with contract terms.
• Oversee staff augmentation accounts to ensure timely onboarding, optimal resource utilisation, and high client satisfaction.

2. Client Relationship & Service Quality

• Act as the primary point of contact for clients regarding service delivery, resource management, and issue escalation.
• Monitor delivery performance, identify potential risks, and drive continuous improvement initiatives.
• Conduct regular check‑ins with placed professionals and clients to proactively address issues before they escalation.
• Prepare and present service performance and resource utilisation reports.

3. Cross‑functional Collaboration & Process Optimisation

• Work closely with recruitment and delivery teams to fulfil staffing needs efficiently.
• Ensure all candidate submissions and hires strictly adhere to pre‑agreed client rates and contractual terms, coordinating with Finance and Legal as needed.
• Maintain accurate documentation of client interactions, candidate submissions, interview progress, and placement records.

4. Team Leadership (if applicable)

• Coach, mentor, and support junior team members to achieve operational goals.
• Foster a collaborative, high‑performance culture within the delivery team.

Qualifications

Education

• Bachelor’s degree in Information Technology, Project Management, or a related field.

Experience

• 2–4 years of experience in service delivery, account management, operations, or staff augmentation.
• Demonstrated hands‑on experience in international staff augmentation or managing global client accounts.
• Proven track record of managing client accounts, resource planning, and workforce deployment.

Skills & Competencies

• Deep understanding of SLA management, customer success, and service KPIs.
• Familiarity with IT/technical recruitment and project lifecycles.
• Excellent communication, stakeholder management, and problem‑solving abilities.
• Data‑driven mindset – able to track KPIs and identify improvement areas.
• Prior team leadership or supervisory experience is a plus.