Service Delivery Co-ordinator: Special Projects

Frogfoot Networks (Pty) Ltd; Wes-Kaap; On-site; ZAR 240,000 - 380,000; Full time

Job summary

Frogfoot Networks (Pty) Ltd is seeking a Service Delivery Co-ordinator to join the Service Delivery - Special Projects. The role focuses on workflow administration, communication, and ensuring timely processing of service order tickets in line with the Service Delivery Plan and SLA targets.

You will work closely with clients, contractors, and internal teams to ensure installations are completed smoothly, with proactive escalation of issues to meet service delivery objectives and client

Qualifications

• Matric (Grade 12) is essential.
• Business/Project Management training is desirable.
• FTTx industry OEM certification training is desirable.
• Data visualization training is desirable.

Responsibilities

• Manage workflow administration and communication tasks to meet SLA targets.
• Attend customer and internal meetings with the Service Delivery Manager.
• Ensure feedback is accurate and timely in line with the SLA and service plan.
• Coordinate with suppliers and internal teams to ensure on-time delivery of orders.
• Escalate issues to the Service Delivery Manager when needed.
• Maintain orderly management of orders from receipt to delivery.
• Provide regular feedback to clients throughout the project lifecycle.

Skills

Time management

Planning

Attention to detail

Customer service

Project administration

Writing skills

Education

Matric (Grade 12)

Business/Project Management training

FTTx OEM certification training

Data visualization training

Tools

MS PowerBI

Microsoft Word

Microsoft Excel

Microsoft Outlook

PowerPoint

Job description

Frogfoot is in search of a Service Delivery Co-ordinator to jon the Service Delivery - Special Projects.

Purpose of the Role

This role is perfect for someone who thrives on managing workflow administration and communication activities to ensure consistent, high-quality feedback and the efficient processing of service order tickets, in line with the Service Delivery Communication Plan and SLA targets.

The role involves close collaboration with cross-functional teams across all stages of the Service Order fulfilment process, engaging with suppliers to ensure the timely delivery of products and services required for order completion, and proactively escalating issues or delays to the Service Delivery Manager when needed.

You will oversee and coordinate the day-to-day tasks relating to any orders received from clients or internal teams, ensuring installations are completed smoothly with minimal disruption or downtime. Working closely with clients, contractors, and internal teams, you will play a key role in meeting service delivery objectives and client expectations. Strong organisational skills, exceptional attention to detail, and the ability to manage multiple priorities effectively are essential for success in this role.

Key Responsibilities

• Perform workflow administration and communication tasks to achieve Service Delivery SLA target.
• Attend customer and FNO meetings with the Service Delivery Manager.
• Ensure feedback frequency, feedback quality, and order ticket processing are maintained in accordance with the Service Delivery Communication Plan and SLA Target.
• Attend supplier meetings: drive the supplier Service Delivery team to achieve SLA targets.
• Collaborate with the Service Delivery Manager and internal operational teams to complete workflow tasks and achieve SLA targets.
• Develop your skills: personal; interpersonal; computer and industry related.
• Contribute towards improving the overall Service Delivery team performance, customer experience, and operational excellence.
• Identify, report, and mitigate revenue assurance risk during the order delivery process to the Team leader.
• Manage all processes of all the products and services and the commissioning of these products.
• Provide feedback to end clients, from the start to the end of the project, including weekly feedback.
• Provide feedback to the Service Delivery Manager, from the start to the end of the project, including frequent feedback.
• Work closely with the Service Delivery Manager, contractors, and clients, ensuring continuation of the project.
• Manage the ordering processes for all the equipment required to complete an installation.
• Manage relationships with sub-contractors, suppliers and internal departments.
• Proactively escalate problems to the Service Delivery Manager for resolution.
• Ensuring Service Levels are always met.
• Liaise with all necessary departments via a defined workflow process.
• Ensure accurate feedback is given to clients and implement good Time Management, Planning, and Prioritizing.
• Achieve SLA targets and daily order targets as set by the Service Delivery Manager to ensure deadlines are met.
• Manage the workflow of orders from receiving to delivery.
• Arrange site installation dates/site meeting requests with the various internal departments.

What You’ll Need to Know

To succeed in this role, you should have:

• Matric (Grade 12) is Essential.
• Business Management or Project Management training – Desirable.
• FTTx industry-related OEM certification training – Desirable.
• Data visualization application skills training – Desirable.
• 2 – 3 years’ experience in Customer Relationship Management.
• 2 – 3 years’ experience in managing fulfilment processes in the ISP or FTTB industry.
• 2 – 3 years’ experience in working with Service Level Agreements and workflow-oriented reporting.
• Working knowledge of:
  • Data visualization skills: MS PowerBI or similar.
  • Microsoft Office – Word, Excel, Outlook, PowerPoint.
  • Documenting and Reporting skills.

Skills That Will Help You Succeed

• Excellent time and deadline management.
• Excellent documenting and reporting skills.
• Excellent planning ability.
• Detail-oriented.
• Ability to learn quickly and work well with minimal supervision.
• Ability to chair meetings with technical and non-technical people.
• Project Administration.
• Customer Service.
• Writing Skills.

Qualities We Value at Frogfoot

• Enthusiastic and willing to grow.
• Positive, people-focused attitude.
• Problem-solver with patience and attention to detail.
• Takes responsibility and follows through.
• Ethical, professional, reliable.