Service Delivery Executive

About Kocho

We believe specialist UK firms deserve the same level of service they would give their own clients. We know that clients want expertise, a service they can rely on and intimate support from a named individual who knows their business. Our relentless commitment to finding the best solution, our sense of pride in helping our clients achieve their goals and our thirst for understanding how technology improves business are what make us successful.

With us its Personal!

Job Purpose

The Service Delivery Executive (SDE) is a key member of the newly formed Service Support Team, designed to support Service Delivery Managers (SDMs) by taking ownership of operational and administrative tasks. This role will enable SDMs to focus on strategic service delivery and proactive client engagement. It also forms part of a clear development pathway into SDM positions for high-performing individuals.

Key responsibilities of the role

• Manage customer onboarding and offboarding processes, coordinating across teams.
• Schedule and manage architectural and specialist resource reviews aligned to MS contracts.
• Monitor and chase escalated tickets to ensure timely resolution.
• Support CSIP (Customer Service Improvement Plan) activities and drive updates to SDMs.
• Manage SDM shared mailboxes, triaging and flagging as appropriate.
• Provide internal feedback reporting post-service reviews to support and delivery managers.
• Compile and maintain standardised reporting packs and templates.
• Ensure PS to MS communication is aligned, particularly for reporting on active and upcoming projects.
• Coordinate tasks between Professional Services and Managed Services for seamless client experience.
• Attend planning meetings and strategic sessions alongside SDMs to support documentation and actions.
• Participate in initiatives aimed at streamlining service delivery processes and improving operational efficiency.

Requirements of the job

Essential

• Experience in a service coordination, delivery support, or operations role.
• Ability to use all Microsoft Office platforms - especially Word, Excel, PowerPoint, Outlook, Teams.
• Strong written and verbal communication skills across all levels.
• Excellent time management and organisational skills.
• A proactive mindset with the ability to spot inefficiencies, suggest improvements, and take ownership of solutions.
• Strong attention to detail and commitment to high-quality service delivery.

Person Specification

Attribute

Initiative - Proactively identifies gaps, inefficiencies, or opportunities to improve.

Relationships - Works closely with SDMs, support teams, and internal departments.

Communication - Clear, concise, and professional in both written and spoken communication.

Development - Open to mentoring and learning, with a view to progressing into an SDM role.

Organisation - Able to prioritise workload and manage multiple streams of work effectively.

Information :

• Company : Kocho
• Position : Service Delivery Executive
• Location : Cape Town, Western Cape
• Country : ZA