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.