Associate Service Coordinator (Hybrid)

Sybrin; Johannesburg; On-site; ZAR 300,000 - 520,000; Full time

Job summary

Sybrin is seeking an Associate Service Coordinator in Johannesburg to support service delivery across incident, change, and SLA management. You will coordinate with customers and internal teams, ensuring timely issue resolution and proactive service improvement.

The role emphasizes effective communication, escalation handling, and reporting, with a focus on quality, security, and privacy governance within Sybrin’s integrated management system.

Qualifications

• Matric and minimum 2–3 years’ experience in IS Service Management.
• Diplomas/courses in IS Service Management (ITIL, COBIT, ISO9001).

Responsibilities

• Demonstrate understanding of SLA contracts and responsibilities with customers.
• Take accountability and act with urgency to resolve issues within SLA timeframes.
• Follow escalation procedures when issues cannot be resolved.
• Proactively manage SLAs and inform technical teams of approaching breaches.
• Investigate and report SLA breaches to determine root causes and actions.
• Conduct SLA reporting and present data at service review meetings.
• Take minutes and track outcomes of meetings.

Skills

MS Office 365

Documentation

ITIL

Snow/Jira

Problem Solving

Flexibility

Interpersonal Relations

Accountability

Time Management

Continuous Learning

Attention to Detail

Initiative

Empathy

Prioritization

Analytical Thinking

24/6 Availability

ISO Standards

Education

Matric

IS Service Management Courses (ITIL/ COBIT/ ISO9001)

Tools

SNOW

JIRA

Job description

Johannesburg, South Africa | Posted on 15/10/2026

Sybrin is a technology company specialising in intelligent digital solutions for organisations operating in complex and highly regulated environments. With more than 30 years of experience, Sybrin has established itself as a trusted technology partner within the financial services, insurance, and telecommunications sectors.

Job Description

About Sybrin:

Sybrin is a leading IT software development company specialising in innovative solutions tailored to meet the evolving needs of businesses across various sectors. Our mission is to empower businesses with cutting-edge technology solutions that drive efficiency, enhance customer experiences, and facilitate growth.

At Sybrin we pride ourselves on delivering high-quality products and secure solutions, thanks in part to the combination of the ISO 9001 for Quality Management System and ISO/IEC 27001 for Information Security Management System certifications, and our commitment to data protection, demonstrated by our implementation of ISO/IEC 27701 Privacy Information Management System. As an employee of Sybrin, you will be expected to familiarise yourself with the contents of the Integrated Management System, as well as undergo periodic training to better understand your unique role in the security, quality, and privacy ecosystem within Sybrin, and uphold the principles in Sybrin’s Integrated Management System. The Integrated Management is a significant business enabler and as such, ensuring our customers are receiving quality, secure service at every touchpoint within the organisation is critical.

Role Overview:

The Associate Service Coordinator is responsible for supporting the delivery of exceptional customer service by coordinating incident management, service level management, and change management processes. This role ensures smooth communication with customers and internal stakeholders, adherence to SLA requirements, and the effective handling of escalations. The Associate Service Coordinator acts as a central point of contact for routine service support while driving service excellence through proactive issue resolution, reporting, and stakeholder engagement.

Reporting Line:Service Delivery Manager

• Demonstrate understanding of SLA contracts and responsibilities in place with customers.
• Take accountability and act with urgency in resolving issues within SLA timeframes.
• Follow escalation procedures where allocated support teams cannot resolve issues.
• Proactively manage SLAs, keeping technical teams informed of tickets approaching breach.
• Investigate and report on SLA breaches to establish root causes and corrective actions.
• Conduct SLA reporting and present SLA data to customers during service review meetings.
• Effectively take minutes and track and manage outcomes.

Change Management

• Document and management of changes under the guidance of senior team members.
• Understand the reasoning behind change requests and their impact.
• Ensure profitability of changes within the coordinator’s scope.
• Follow invoicing and recognition guidelines and be accountable for change finances.
• Apply change management principles and guidelines.
• Ensure CAB compliance for effective change management.
• Ensure timesheets compliance and accuracy on changes.
• Coordinate with internal stakeholders, customers, vendors, and business units to resolve incidents.
• Manage non-complex feedback and incident reports, ensuring accurate categorization.
• Seek guidance on suspected major incidents to ensure proper escalation within a timely manner
• Identify recurring issues and coordinate corrective measures to prevent re-occurrence.
• Manage the first line of customer escalations, ensuring effective traction and updates.
• Audit incident closure codes on the IMS and hold team members accountable for accurate documentation.

Customer Service Support

• Act as a primary contact point for customer support follow-up and logging of requests.
• Hold Sybrin Helpdesk accountable and validate procedures and best practices.
• Provide timely responses and allocate unresolved issues appropriately.
• Manage SLA, change, and service-related meetings with customers.
• Drive and document Voice of Customer (VoC) discussions and actions.
• Track and report on CSAT, NPS, and VoC outcomes, ensuring corrective follow-up.
• Support the creation and maintenance of customer-facing documentation.

High Priority / Severity Management

• Coordinate investigation and resolution of high severity issues.
• Follow Sybrin best practices for priority incident handling.
• Draft, review, and submit Root Cause Analysis (RCA) documents in business-friendly terms.
• Maintain communication with stakeholders during incidents as per policy guidelines.
• Implement and track preventative measures for critical clients.
• Identify and propose operational improvements within Service Delivery.

Critical Technical and Behavioural Skills Required:

• MS Office 365 (Word, Excel, Powerpoint).
• Document writing skills (often write up CRs and Processes).
• ITIL framework. SNOW / JIRA incident management systems.
• Problem Solving
• Flexibility
• nterpersonal Relations
• Accountability & Dependability
• Time Management
• Development and Continual Learning
• Attention to Detail
• Self-Starting / takes Initiative.
• Empathy.
• Prioritization skills
• Analytical thinking skills
• Willing to support and be available 24/6.
• Working knowledge of the principles in ISO 9001:2015 (Quality Management System), ISO/IEC 27001:2022 (Information security, cybersecurity, and privacy management System), ISO/IEC 27701:2019 (Privacy Information Management System), POPIA, GDPR

Requirements

Qualifications and Experience:

• Matric
• Minimum 2 - 3 years’ experience in IS Service Managemen
• Courses / Diplomas in IS Service Management (ITIL, COBIT, ISO9001)