After Hours Service Delivery Coordinator Team Lead

Teraco; Gauteng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading service delivery company in Gauteng seeks a Service Delivery Coordinator to monitor client service quality and support on-site staff. The ideal candidate must demonstrate excellent communication skills and a self-starting attitude, ensuring all service delivery processes are followed efficiently. The role requires commitment to night shifts from Thursday to Sunday, with potential day shifts for training. On-site presence is mandatory, enhancing client satisfaction through effective management of service tickets.

Qualifications

• Proactive in identifying and resolving service delivery issues.
• Ability to work Thursday to Sunday, 18:00 to 06:00.
• Experience in managing ticket queues and escalation.

Responsibilities

• Monitor all components impacting client satisfaction.
• Facilitate high quality servicing by on-site staff.
• Conduct weekly team sessions for performance improvement.

Skills

High quality verbal and written communication

Self-starter

Problem-solving

Job description

PURPOSE OF THE ROLE

Proactively identify roadblocks to high quality servicing and implement strategies todeliver the required level of service to the client, utilizing the on-site resources. Monitor and attend to all ticketsrelated to the Service Delivery Co-Ordinator Role. Support any issues that may arise at other sites, that impact customer satisfaction, and escalate to sitemanagement ifrequired.

MAIN FUNCTIONS OF THE JOB

General

• Adheretocompanypolicies, procedures,andprocesses.
• Highqualityverbalandwrittencommunication withclients.
• Processandupdatetickets withinagreedoperationservicelevelagreementandclientSLAtimelines.

Client Satisfaction

• Facilitate high quality servicing by all on-site staff, and if required assist with resolution or servicing. However,itmustbenoted,thatthe After-Hours Service Delivery Coordinator Team Leadmustensurethatexistingstafffulfiltheservicingrequirements,andthe After-Hours Service Delivery Coordinator Team Lead onlyperformsthefunctionwhentheexistingstafffailtoandclientsatisfactionisimpacted,or there is a skill or resource shortage; If required to fulfil the functions, the After-Hours Service Delivery Coordinator is required to have theknowledge and capability to perform all functions except guarding, remote hands, and facilities technicalmanagement. However, the After-Hours Service Delivery Coordinator Team Lead must have a can-do attitude to resolve any situation wherecustomersatisfactionimpacted.
• Optimiseclientsatisfaction.
• Communicatesuggestions&comments andfeedbacktomanagement.
• Plan and implement preparation activities that may be required for major client deployments, and / orexecuteona planprovidedbyService Delivery Manager / Management toensurehighclientsatisfaction.
• Supportallsites,toresolveorescalateclientserviceimpactingissues.

Administrative Responsibilities

• Accuraterecordinganddatacapture ofqueries,resolution,andfollow-up.
• Acceptandlog ticketsintheagreed queuesintheexpectedturnaroundtimes.
• Toprocessandupdateticketsinexpectedturnaroundtimes.
• Potentialticketescalationtootherdivisionsofthebusinessortechnical.
• Monitorticketqueuesandticketclosureforalltickets(irrespectiveofsite)andescalatetoManagement if queues are not being managed appropriately, or any tickets are not being acceptedforprocessingwithin15minutes
• Processalltickets relevant to the After-Hours Service Delivery Coordinator role.
• Review My Team tasks and tickets and assist with clearing any backlog.
• May be required to perform task not strictly defined in the job description, for which you have competence, during downtimes, when excess time is available.

Escalation & Reporting

• Assiston-sitestaffwithescalationforsupport asrequirede.g.,Ozone,networkdowntime.
• Identifyroadblocksthatimpactclientsatisfactionandpresentrecommendationstomanagementto
• addressunderlyingrootcauses.
• Prepare andsubmitanyreportsthatmay berequiredfromtimetotime.
• Reportanyincidentsto managementwithinSLA,whereimpactingclientsrequiringnotificationi.e.,actasmanagementeyes andearsfor escalationafter hours.

Self-Development

• Thisroleisrequiredtooperateindependentofthe Business Hours Service Delivery Coordinatorteam,andthereforeitis criticalthattheindividual is a self-starter who is willing to learn operations from other on-site staff, withoutmanagement oversightinmostcases.

Office Hours & Location

• Theroleisanactiveroleinwhichtheindividualisrequiredtoactivelymonitorallcomponentsofthesiteimpactingclients, andthereforethepersonis requiredtobe mobileand active.
• This role is required to work Thursday to Sunday, 18 : 00 to 06 : 00 . However every 4 months,may be required to work day shift for a 2–4-week period to undergo on-the-job trainingoroffice-sitetraining.
• This role is required to work on-site at JB1 / Isando or JB2 Bredell, however, may be required to change location toanotherTeracosite, iftheclientrequirements forafterhours supportchange.

Team Lead Responsibilities

• Conduct weekly team sessions and coach on improvement initiatives
• Ensure that all work conducted by the Team Lead and Team members are performed following Policy, Procedure, Process and Work Instructions for continuous improvement of Teams performance
• Ensure all tickets related to the Service Delivery Coordinator role are processed timeously and correctly by Team members
• Dashboards reviewed prior to departure for the day, with action to eliminate any tickets outside SLA
• Create and maintain Issue Register to track Team Performance and assist in identifying gaps
• Support HR and Service Desk Manager in staff recruitment and Development as well as Performance Management issues (Job Observation)