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.