Service Delivery Coordinator

Role Overview

• Manage and coordinate the Service Improvement Ideas Portal including triaging, categorising, and qualifying submissions
• Facilitate monthly service improvement meetings and prepare reporting for leadership stakeholders
• Work with system owners and operational teams to ensure approved improvement initiatives are implemented successfully
• Support continuous improvement activities across service delivery operations
• Prepare and deliver monthly service delivery reports within required timelines
• Develop and maintain reporting templates, dashboards, and operational gauges for customers
• Support ongoing improvements to reporting processes and documentation standards
• Maintain accurate operational records and reporting outputs
• Assist Service Delivery Managers during customer onboarding and transition activities
• Coordinate with engineers and operational teams to ensure delivery milestones and deadlines are achieved
• Support updates to knowledge management systems and customer documentation
• Assist with operational planning and service transition coordination
• Conduct regular quality assurance reviews of service cases and operational activities
• Review support calls and provide feedback to support continuous improvement across operational teams
• Identify trends, improvement opportunities, and areas for service enhancement
• Support adherence to internal quality standards and service delivery expectations
• Coordinate internet link and telephony provisioning activities
• Liaise with clients, providers, site contacts, and facilities teams to support successful provisioning outcomes
• Ensure provisioning activities are tracked, communicated, and completed efficiently

Requirements

• Experience working within IT service delivery, managed services, or operational coordination environments
• Strong understanding of ITIL-based service management practices including incident, problem, and change management
• Experience supporting service reporting, operational coordination, and quality assurance activities
• Exposure to onboarding, customer transitions, or provisioning coordination is highly desirable
• Strong ability to manage reporting processes, documentation, and operational tracking activities
• Experience coordinating tasks across technical teams and stakeholders
• Ability to maintain knowledge management systems and operational records accurately
• Understanding of internet link provisioning, telephony coordination, or infrastructure delivery processes is advantageous
• Excellent written and verbal communication skills
• Strong stakeholder coordination and relationship management capabilities
• Ability to work collaboratively across multiple teams and organisational levels
• Confident facilitating meetings, reporting discussions, and operational follow-ups
• Strong organisational and time management skills
• Ability to manage multiple priorities and deadlines effectively
• High attention to detail and commitment to quality
• Proactive and adaptable mindset with a focus on continuous improvement

Benefits

• Medical insurance from day one for you + spouse (or parents if unmarried)
• Generous OPD coverage from doctor visits to all your medical needs
• Home office setup allowance to build your ideal workspace
• Internet allowance to keep you connected
• Gym & wellness allowance to stay fit and balanced
• Work hard, play hard – regular team events & engagement activities
• Diji Assist – Mental health & counseling support when you need it
• We invest in you – reimbursement for industry certifications
• Open-door culture – your ideas and feedback always matter
• Flexible work – home or office, wherever you do your best work
• Rewards & recognition that actually recognize you
• Great christmas & financial year-end parties to unwind with your loved ones