Service Delivery Coordinator

SUMMARY:
A broadband service provider operating across multiple states in the USA is seeking a Service Delivery Coordinator to join its operations team based in Johannesburg.

POSITION INFO:
Minimum Requirements

• Must be available to work US public holidays (South African public holidays do not apply)
• Matric or equivalent qualification
• Experience with work order management, dispatch coordination, and contractor tracking using operational systems
• Experience within ISP, telecommunications, fibre, or related operational environments preferred
• Strong organisational skills with the ability to manage multiple active work orders simultaneously
• Excellent written and verbal communication skills
• Strong command of spoken and written English
• Proficiency in Microsoft Excel and operational support tools
• Ability to work effectively with internal field teams and external contractors
• Ability to manage competing priorities in a fast-paced environment
• Background in telecommunications, fibre construction, or field operations will be advantageous
• Must be available to work a rotating shift schedule, including weekends

• Installation Work Orders
  • Confirm fibre installation appointments with customers prior to the scheduled date
  • Arrange customer reminders via calendar invitations, text messages, and telephone calls
  • Dispatch technicians and coordinate scheduling across installation crews
  • Monitor installation jobs through to completion, ensuring all orders are resolved
  • Ensure failed or incomplete installations are accurately documented and rescheduled where required
• Trouble Call Work Orders
  • Manage inbound fault and service-related work orders for existing customers
  • Triage and assign fault calls to the appropriate field technician or support team
  • Monitor resolution progress and provide customer updates when required
  • Ensure all trouble calls are closed with accurate resolution notes recorded in the system
• Routing and Infrastructure Work Orders
  • Coordinate work orders relating to aerial and underground drop installations
  • Manage cutover work orders and ensure appropriate sequencing with field crews
  • Support site-specific routing activities required to complete customer installations
• General Operational Duties
  • Manage and document all work activities across the systems and platforms provided
  • Maintain accurate records and ensure data integrity across operational tools
  • Attend operational meetings as required
  • Support technician coordination and proactive rescheduling when necessary
  • Collaborate with internal teams, field technicians, and external contractors to ensure successful service delivery

• Primarily office-based in the Melrose, Johannesburg area
• Frequent sitting and extended computer use
• Regular communication via telephone, email, and video conferencing
• Visual acuity required for reading data and working with digital systems
• Must be available to cover assigned shifts, including weekend days on a rotating schedule