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About the Role
We are seeking a highly organised and detail-oriented Service Delivery Coordinator to support service operations, reporting, quality assurance, and continuous improvement initiatives within a dynamic IT services environment. This role plays a key part in coordinating service delivery activities, supporting operational transitions, and ensuring service processes are executed efficiently and consistently.
You will work closely with Service Delivery Managers, engineers, and operational teams to maintain reporting accuracy, drive service improvements, coordinate provisioning activities, and support quality assurance processes across the business.
About the Client
You will be working with a technology-focused organisation delivering managed IT and service solutions to a diverse client base. The business is committed to operational excellence, continuous improvement, and delivering high-quality customer experiences through structured service delivery and collaborative teamwork.
The organisation values proactive communication, accountability, and process optimisation, creating an environment where operational coordination and service quality are highly prioritised.
Ideal Profile
Experience & Industry Knowledge
- Experience working within IT service delivery, managed services, or operational coordination environments
- Strong understanding of ITIL-based service management practices including incident, problem, and change management
- Experience supporting service reporting, operational coordination, and quality assurance activities
- Exposure to onboarding, customer transitions, or provisioning coordination is highly desirable
Operational & Technical Skills
- Strong ability to manage reporting processes, documentation, and operational tracking activities
- Experience coordinating tasks across technical teams and stakeholders
- Ability to maintain knowledge management systems and operational records accurately
- Understanding of internet link provisioning, telephony coordination, or infrastructure delivery processes is advantageous
Communication & Collaboration
- Excellent written and verbal communication skills
- Strong stakeholder coordination and relationship management capabilities
- Ability to work collaboratively across multiple teams and organisational levels
- Confident facilitating meetings, reporting discussions, and operational follow-ups
Personal Attributes
- Strong organisational and time management skills
- Ability to manage multiple priorities and deadlines effectively
- High attention to detail and commitment to quality
- Proactive and adaptable mindset with a focus on continuous improvement
Responsibilities
Service Improvement & Operational Coordination
- Manage and coordinate the Service Improvement Ideas Portal including triaging, categorising, and qualifying submissions
- Facilitate monthly service improvement meetings and prepare reporting for leadership stakeholders
- Work with system owners and operational teams to ensure approved improvement initiatives are implemented successfully
- Support continuous improvement activities across service delivery operations
Service Delivery Reporting
- Prepare and deliver monthly service delivery reports within required timelines
- Develop and maintain reporting templates, dashboards, and operational gauges for customers
- Support ongoing improvements to reporting processes and documentation standards
- Maintain accurate operational records and reporting outputs
Transformation & Transition Support
- Assist Service Delivery Managers during customer onboarding and transition activities
- Coordinate with engineers and operational teams to ensure delivery milestones and deadlines are achieved
- Support updates to knowledge management systems and customer documentation
- Assist with operational planning and service transition coordination
Quality Assurance
- Conduct regular quality assurance reviews of service cases and operational activities
- Review support calls and provide feedback to support continuous improvement across operational teams
- Identify trends, improvement opportunities, and areas for service enhancement
- Support adherence to internal quality standards and service delivery expectations
Provisioning Coordination
- Coordinate internet link and telephony provisioning activities
- Liaise with clients, providers, site contacts, and facilities teams to support successful provisioning outcomes
- Ensure provisioning activities are tracked, communicated, and completed efficiently
How we take care of our team
🏥 Medical insurance from day one for you + spouse (or parents if unmarried)
🩺 Generous OPD coverage from doctor visits to all your medical needs
🏡 Home office setup allowance to build your ideal workspace
🌐 Internet allowance to keep you connected
💪 Gym & wellness allowance to stay fit and balanced
🎉 Work hard, play hard – regular team events & engagement activities
🧠 Diji Assist – Mental health & counseling support when you need it
📚 We invest in you – reimbursement for industry certifications
🗣️ Open-door culture – your ideas and feedback always matter
🌍 Flexible work – home or office, wherever you do your best work
🏆 Rewards & recognition that actually recognize you
🥳 Great christmas & financial year-end parties to unwind with your loved ones
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