Purpose of the Role

This role is perfect for someone who thrives on managing workflow administration and communication activities to ensure consistent, high-quality feedback and the efficient processing of service order tickets, in line with the Service Delivery Communication Plan and SLA targets.

The role involves close collaboration with cross-functional teams across all stages of the Service Order fulfilment process, engaging with suppliers to ensure the timely delivery of products and services required for order completion, and proactively escalating issues or delays to the Service Delivery Coordinator Team Leader when needed.

You will oversee and coordinate the day-to-day management of FTTB (Fibre to the Business) orders received from clients, ensuring installations are completed smoothly with minimal disruption or downtime. Working closely with clients, contractors, and internal teams, you will play a key role in meeting service delivery objectives and client expectations. Strong organisational skills, exceptional attention to detail, and the ability to manage multiple priorities effectively are essential for success in this role.

Key Responsibilities

• Perform workflow administration and communication tasks to achieve Service Delivery SLA target.
• Attend customer meetings with the Service Delivery Manager.
• Ensure feedback frequency, feedback quality, and order ticket processing are maintained in accordance with the Service Delivery Communication Plan and SLA Target.
• Attend supplier meetings: drive the supplier Service Delivery team to achieve SLA targets.
• Collaborate with the Service Delivery Manager and internal operational teams to complete workflow tasks and achieve SLA targets.
• Develop your skills: personal; interpersonal; computer and industry related.
• Contribute towards improving the overall Service Delivery team performance, customer experience, and operational excellence.
• Identify, report, and mitigate revenue assurance risk during the order delivery process to the Team leader.
• Manage all processes of all the products and services and the commissioning of these products.
• Provide feedback to end clients, from the start to the end of the project, including weekly feedback.
• Provide feedback to the Service Delivery Manager, from the start to the end of the project, including frequent feedback.
• Work closely with the Service Delivery Manager, contractors, and clients, ensuring continuation of the project.
• Manage the ordering processes for all the equipment required to complete an installation.
• Manage relationships with sub-contractors and suppliers.
• Proactively escalate problems to the Service Delivery Manager for resolution.
• Ensuring Service Levels are always met.
• Liaise with all necessary departments via a defined workflow process.
• Ensure accurate feedback is given to clients and implement good Time Management, Planning, and Prioritizing.
• Achieve SLA targets and daily order targets as set by the Service Delivery Manager to ensure deadlines are met.
• Manage the workflow of orders from receiving to delivery.
• Arrange site installation dates/site meeting requests with the various internal departments.

What You’ll Need to Know

To succeed in this role, you should have:

• Matric (Grade 12) is Essential.
• Business Management or Project Management training – Desirable.
• FTTx industry-related OEM certification training – Desirable.
• Data visualization application skills training – Desirable.
• 2 – 3 years’ experience in Customer Relationship Management.
• 2 – 3 years’ experience in Service Delivery Management or Project Management.
• 2 – 3 years’ experience in managing fulfilment processes in the ISP or FTTB industry.
• 2 – 3 years’ experience in working with Service Level Agreements and workflow-oriented reporting.
• Working knowledge of:
  • Data visualization skills: MS PowerBI or similar.
  • Microsoft Office – Word, Excel, Outlook, PowerPoint.
  • Documenting and Reporting skills.

 Important Note:

Due to the dynamic and fast-moving nature of the Fibre to the Business (FTTB) industry, this role requires a high level of flexibility and adaptability.

While this role outlines the core responsibilities of the position, there may be occasions where additional tasks are required to support operational needs. Candidates should be comfortable responding positively to changing priorities and business requirements.

As the company continues to grow and evolve, the scope of the role may adapt over time. This could include changes to responsibilities, reporting lines, or workload in line with business objectives.

A proactive mindset and the ability to embrace change are essential for success in this role within the evolving fibre industry.