Service Delivery Coordinator – ITIL & Incident Management

Sybrin; Johannesburg; Presencial; ZAR 300.000 - 520.000; Jornada completa

Descripción de la vacante

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.

Formación

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

Responsabilidades

• 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.

Conocimientos

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

Educación

Matric

IS Service Management Courses (ITIL/ COBIT/ ISO9001)

Herramientas

SNOW

JIRA

Descripción del empleo

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.