# Service Delivery & Monitoring Executive - Internal

> Orfium · Colombo, Sri Lanka (Hybrid) · — · Posted 2026-08-06

**Workplace:** hybrid

**Department:** Soundmouse

## Description

**Job Role**

-   Proactively monitor service performance through dedicated dashboards and monitoring tools 
-   Identify and analyze service disruptions or reliability problems 
-   Escalate critical issues to the appropriate technical teams for swift resolution
-   Track key performance indicators (KPIs) for service availability, response time, and resolution rates 
-   Generate comprehensive reports on service health and performance, ensuring delivery to clients within agreed SLAs 
-   Collaborate with internal teams, including IT operations and account management, to maintain optimal service delivery 
-   Stay updated on service offerings, monitoring tools, and best practices

## Requirements

-   Following a diploma/degree or equivalent qualification related IT and/or Business Management 
-   Excellent communication skills in English language (Verbal / Written)
-   Good customer service skills 
-   Positive attitude and pleasant personality 
-   Sound knowledge in Microsoft Office packages 
-   Ability to handle pressure and work with minimum supervision 
-   Ability to work extra / extended hours 
-   Ability to work for the night shift \[3.00 pm - 11.00 pm\] and according to the UK calendar

## 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 Soundmouse 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

## Apply

[Apply at Orfium](https://apply.workable.com/orfium/j/92102A8AE2/apply)

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