Service Delivery Executive - US Staffing

Job Title: Service Delivery Executive – MSP/SI

Work Location: Noida, UP (Onsite – 5 Days)

Shift: EST Shift

Position Type: Fulltime

Role Summary:

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