Service Delivery & Monitoring Executive

About Us Soundmouse is the global standard for music cue sheet management and reporting, trusted by 25,000+ broadcast and music professionals worldwide, including the BBC, Channel 4, ITV, NBC, the NFL, RTL, Sky, Sony, Universal Pictures, and Warner Bros. Discovery. Our proprietary, industry-leading audio recognition technology identifies every music cue in broadcast content and submits compliant cue sheets to 40+ collecting societies globally, cutting admin time by 83%. We've been doing this since 2001. In June 2026, BMI, the world's leading performance rights organization, acquired Soundmouse from Orfium. We operate independently as part of the BMI family and are at an inflection point: established infrastructure, new backing, and a clear next chapter with global reach to build. 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.

Responsibilities

● 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.