Job Title: Service Delivery Executive MSP/SI
Work Location: Noida, UP (Onsite 5 Days)
Shift: EST Shift
Position Type: Fulltime
Role Summary: The Service Delivery Executive will own day to day client communication and service delivery coordination for US Staffing accounts, with a strong focus on MSP programs. This role ensures timely updates, SLA adherence, smooth coordination between recruiters and internal teams, and accurate tracking across VMS/ATS and reporting.
Key Responsibilities:
1) Client Communication and Stakeholder Management
- Act as the primary point of contact for clients for delivery updates, requirement clarifications, and status reporting
- Manage daily communication via email and calls, ensuring crisp and accurate updates
- Capture and circulate MOMs, action items, and timelines after client discussions
- Proactively flag risks, delays, and dependency issues, propose solutions and next steps
2) MSP, VMS and Portal Management:
- Manage requirement intake and workflow on MSP/VMS portals and coordinate submissions
- Ensure portal hygiene, timely updates, candidate status changes, interview scheduling, and feedback tracking
- Monitor SLA timelines, submission deadlines, interview turnaround times, and closure targets
- Coordinate compliance requirements with internal teams, if applicable
3) Delivery Coordination and Execution:
- Partner with recruiters and recruiting managers to align on priorities, pipeline quality, and requirement strategy
- Track submissions, shortlist, interviews, offers, joins, and fall offs for each requirement
- Ensure alignment on rate, location, shift, onboarding, start date, and client expectations
- Support escalations and drive closure through follow up with all stakeholders
4) Reporting and Governance:
- Prepare daily, weekly, and monthly reports for clients and internal leadership
- Maintain trackers for requirement aging, pipeline, rejection reasons, interview conversion, and SLA performance
- Maintain documentation of client instructions, process notes, and delivery playbooks
- Participate in internal delivery reviews, provide insights and improvement suggestions
5) Process and Quality:
- Ensure communication is professional, consistent, and aligned to client process and SOPs
- Improve process efficiency by standardizing trackers, templates, and cadence
- Maintain confidentiality and data discipline as per company and client guidelines
Key Performance Indicators (KPIs)
- SLA adherence for submissions, status updates, and interview coordination
- Requirement coverage ratio and aging control
- Interview to offer and offer to join conversions, in collaboration with recruiting
- Client satisfaction, responsiveness, and escalation reduction
- Data accuracy in VMS, ATS, and trackers, including status hygiene
- Timely reporting and governance cadence completion
Required Skills and Experience:
- 1+ year experience in US Staffing, preferably in service delivery, recruitment operations, account coordination, or client servicing
- MSP exposure preferred, comfortable working on VMS workflow and SLA driven delivery
- Strong written and verbal communication, confident with US clients on calls and emails
- Strong Excel skills, reporting, pivot tables basics, and structured tracking mindset
- Ability to multitask, prioritize, and work in a fast-paced environment
- Strong follow up, ownership mindset, and attention to detail
Preferred Backgrounds:
- Service Delivery, Account Coordinator, Recruitment Ops in US Staffing
- US Staffing Recruiters looking to transition into delivery and client communication
- US Staffing Client Professionals looking to transition into delivery and client communication
- Staffing Client professionals with MSP understanding looking to move into delivery ops
Tools Exposure:
- ATS and trackers, Excel, Google Sheets
- MSP VMS portals, as per client programs
- Email and communication tools, Teams, Zoom, etc.
What Success Looks Like in 90 Days:
- Own client cadence confidently with minimal supervision
- Strong portal hygiene and SLA compliance
- Clear visibility on pipeline and aging, predictable updates to clients and leadership
- Reduced escalations through proactive follow up and structured reporting
