Service Delivery & Monitoring Executive
About Us
We are a global technology leader transforming the music and entertainment industry through advanced rights management and data solutions. With 700+ team members across offices in Los Angeles, London, Dublin, Athens, Sofia, Tokyo, and more, we partner with top-tier clients such as Sony Music Publishing, Warner Music Group, BBC, and Universal Music Publishing.
Our mission is to help creators, rights holders, and media companies track, manage, and monetize content across platforms like YouTube and TikTok. At Orfium, you’ll join a passionate, international team of developers, designers, scientists, and music lovers, all working together in a flexible, hybrid environment where innovation, openness, and ownership are at the heart of everything we do. We are looking forward to meeting with you!
Role
To ensure timely and accurate delivery of reports to clients, adhering to strict Service Level Agreements (SLAs), and to maintain a high level of customer satisfaction.
Requirements
● Monitor and manage service delivery processes to ensure adherence to SLAs.
● Identify and resolve service delivery issues promptly.
● Proactively address potential service disruptions.
● Track and analyze key performance indicators (KPIs) to measure service quality and identify areas for improvement.
● Create accurate and comprehensive reports based on Soundmouse services, tailored to specific client and service requirements.
● Utilize advanced Excel formulas to automate report generation and analysis.
● Trigger and track service tickets (SP/SD) for reported incidents and service requests.
● Collaborate with relevant teams to resolve issues efficiently.
● Build and maintain strong relationships with clients through effective communication and proactive problem-solving.
● Address client concerns and inquiries in a timely and professional manner.
● Provide regular updates to clients on service status and any potential issues.
● Diploma or degree in IT, Business Management, or a related field.
● Excellent verbal and written communication skills in English.
● Strong customer service orientation and interpersonal skills.
● Advanced proficiency in Microsoft Excel, including formulas and data analysis.
● Strong analytical and problem-solving skills.
● Ability to work independently and as part of a team.
● Proactive approach to identifying and resolving issues.
● Strong attention to detail and accuracy.
Benefits
💰 Competitive salary package
🏠 Hybrid work model with flexibility to support your lifestyle
🏥 Comprehensive private health and life insurance coverage
💻 The latest tech equipment to support your productivity and creativity
🌍 A collaborative, inclusive, and international work environment
EEO / Accommodation
At Orfium, we are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates—regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.