Service Delivery Coordinator

1. Role Purpose Coordinate client incidents and service requests from reception to controlled closure. The SDC ensures correct qualification, prioritisation and routing, monitors L1/L2 workflow, and verifies that required SOPs or Incident Resolution Guides (IRGs) are attached before closure. The SDC also provides operational assurance beyond individual tickets by supporting service-level reporting, formal action tracking and Run-transition follow-up, while overall client service ownership and governance remain with the SDM. 2.

Key Responsibilities

Review, qualify and prioritise incoming incidents and service requests. Validate ticket information and route work to the correct L1 or L2 queue. Find and attach approved SOPs for service requests where available. Ensure incidents follow the appropriate Investigation Type and client validation process. Monitor L1-to-L2 escalations.

Monitor queue ownership, OLA adherence, overdue tickets and operational risks. Follow up missing or overdue SOP/IRG creation with Team Leaders or Team Managers. Ensure tickets are not fully closed until the required knowledge document is attached. Provide concise updates on queue health, documentation gaps and workflow compliance.

Gather and consolidate client dissatisfaction and operational feedback, and present key issues to the SDM and management to support continuous improvement. Participate in continuous improvement meetings and share production experience. Identify and raise recurrent issues to the SDM and management for root-cause analysis and continuous improvement.

Prepare and validate the operational data used for service reporting, including SLA performance, backlog, ageing and outstanding actions. Maintain a formal action register for service reviews and operational governance, with owner, target date, status and closure evidence. Support service transitions, onboarding and operational handovers into Run by tracking agreed readiness actions and unresolved dependencies.

Support Problem Management follow-through by tracking corrective and preventive actions after root-cause analysis. 4. Required Competencies Good understanding of incident management, request management, ticket prioritisation and escalation. Ability to apply SOPs, IRGs, Investigation Types and workflow controls. Strong organisation, follow-through and attention to detail. Clear written and verbal communication with technical and non-technical stakeholders. Ability to challenge incomplete information constructively and prioritise calmly. Working knowledge of ITSM principles and ticketing tools. Ability to prepare and validate service reporting data, including SLA, backlog and ageing information. Ability to maintain structured action registers and trace actions through to evidenced closure. Understanding of service transition and Problem Management follow-up in a managed-services environment. 5. Success Measures Accurate ticket qualification and routing. Complete and effective L1-to-L2 handshakes. OLA adherence and timely escalation of risks. SOP/IRG attachment and closure-control compliance. Reduction of recurring documentation and workflow gaps. Accurate and timely operational data is available for service reporting. Service-review and governance actions are traceable from assignment through evidenced closure. Run-transition and onboarding actions are tracked to completion with unresolved dependencies clearly visible. Corrective and preventive actions from Problem Management are tracked through closure.