Service Delivery Officer

Responsibilities:

Customer Operations & Support:

• Provide day-to-day IT and application support for end users, troubleshooting issues, and coordinating with technical teams to ensure rapid resolution.
• Conduct hands-on training and “handholding” sessions for new and existing users, ensuring they achieve proficiency with our solutions.
• Act as the on-site ambassador of our brand—dressing and presenting professionally in all client interactions.

Service Delivery & SLA Management:

• Monitor and manage Service Level Agreement (SLA) performance, escalating and resolving breaches in collaboration with cross-functional stakeholders.
• Track customer satisfaction metrics, identify trends, and recommend process improvements to consistently exceed expectations.

Operational Excellence & Product Feedback:

• Observe and document operational pain points in the field; translate these into actionable insights for product and engineering teams.
• Propose feature enhancements and process optimizations that deliver clear economic benefits for our products and customers.

Client Engagement & Communication:

• Confidently lead customer meetings and status reviews on behalf of the organization, presenting updates, roadmaps, and next steps.
• Cultivate a “customer is king” mindset, balancing empathy with professionalism to build trust and long-term relationships.

Foundational Project & Product Practices:

• Apply project-management and product-management principles to coordinate deliverables, update stakeholders, and track progress.
• Assist with documentation of functional requirements and acceptance criteria
• for small-scale enhancements and pilots.

Requirements:

• 0–2 years of hands-on experience in customer operations, IT support, or service delivery within a technology environment.
• Corpers members who meet the requirements are strongly advised to apply
• Demonstrated ability to train and support users of enterprise-grade applications.
• Solid understanding of SLA frameworks and the discipline to enforce and report on them.
• Strong communication skills, both verbal and written, with confidence to represent the company in client forums.
• Professional appearance and demeanor, with the ability to build rapport at all organizational levels.
• Analytical mindset with the knack for identifying operational inefficiencies and translating them into product improvement opportunities.
• Basic familiarity with project-management workflows (e.g., task tracking, status reporting) and product iteration cycles.

Preferred Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• Prior exposure to identity, biometrics, or digital-transformation projects.
• Experience working with government or large enterprise clients.
• Certification or coursework in IT service management (ITIL), project management (e.g., CAPM), or product fundamentals.

What We Offer:

• Competitive compensation and benefits package.
• Opportunities for career growth into senior service delivery, operations management, or product roles.
• A collaborative, innovative culture working with cutting-edge identity and digital transformation technologies.
• The chance to make a direct impact on customer success and product evolution.

Remuneration: Corpers: NGN 85,000, Entry level:  NGN 150,000