Associate Service Coordinator (Hybrid)

Sybrin Group; South Africa; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Sybrin Group in South Africa seeks an Associate Service Coordinator to support 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 effective handling of escalations.

The Associate Service Coordinator acts as a central point of contact for routine service support while driving service excellence

Qualifications

• Matric or equivalent.
• 2–3 years’ IS Service Management experience.
• Courses/Diplomas in IS Service Management (ITIL, COBIT, ISO9001).

Responsibilities

• Coordinate incident management and service level management.
• Coordinate change management activities and CAB processes.
• Coordinate with customers and internal teams to resolve issues within SLAs.
• Provide timely updates and maintain documentation of incidents and resolutions.
• Support CSAT, NPS, and VoC reporting and actions.

Education

Matric

Tools

ITIL

COBIT

ISO 9001

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.

Qualifications and Experience:

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

Reporting Line: Service Delivery Manager

Key Responsibilities:

Service Level Management

• -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.

Incident Management

• -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).
• -Presentation skills / PowerPoint.
• -ITIL framework. SNOW / JIRA incident management systems.
• -Planning & Organizing
• -Problem Solving
• -Flexibility
• -Interpersonal Relations
• -Accountability & Dependability
• -Time Management
• -Development and Continual Learning
• -Attention to Detail
• -Self-Starting / takes Initiative.
• -Customer Service / engagement / Management
• -Patience
• -Empathy.
• -Organizing skills.
• 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