Service Delivery Coordinator / SDM Assistant (Microsoft 365 & Excel) (CPT Onsite)

SUMMARY:
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POSITION INFO:

ENVIRONMENT:

PROVIDE reliable operational and administrative support while taking responsibility for delegated coordination, monitoring, follow-ups and reporting activities as a Service Delivery Coordinator / SDM Assistant wanted by an innovative, End-to-end Cybersecurity firm based in Cape Town. The objective is to reduce the Operations Manager / SDM’s day-to-day administrative workload while developing an individual who can progressively take on additional responsibilities. The ideal candidate will need a relevant qualification or Diploma which will be advantageous but not essential in areas such as IT / Information Systems; Business Management, Operations Management, etc. with preferably 1–3 years' experience in an administrative, operational, IT support, service desk, service coordination, project coordination or client-service environment. You must also have skills in Microsoft 365 / Office and Excel.

DUTIES:

·        Monitor open and ageing tickets and highlight issues to the SDM.

·        Follow up with engineers on outstanding tickets, tasks and client requirements.

·        Assist with SLA monitoring and identify potential breaches.

·        Coordinate routine client updates, meetings and onsite requirements.

·        Prepare and maintain SLA, ticket, client and operational reports.

·        Maintain project trackers and follow up on outstanding actions.

·        Assist with staff onboarding/offboarding, training tracking and general operational administration.

·        Maintain accurate operational records and documentation.

·        Assist the SDM with client meeting preparation and follow-up.

·        Identify delays, issues or concerns and escalate them to the SDM.

·        Perform other basic operational tasks as delegated by the SDM.

Role Boundaries -

The SDM retains responsibility for: Overall service delivery; Client relationships and escalations; SLA accountability; Engineer performance management; Commercial decisions; Staff/HR matters; Operational decision-making; Service delivery strategy.

·        The coordinator will support, monitor, coordinate, follow up and report on delegated activities.

Development Opportunity: This role is intended to develop into a broader service delivery support position as the individual's capability and reliability are demonstrated.

REQUIREMENTS:

Qualifications –

·        A relevant qualification or Diploma is advantageous but not essential.

Suitable areas include:

Ø  IT / Information Systems

Ø  Business Management

Ø  Operations Management

Ø  Project Management

Ø  Business Administration

Ø  IT Service Management

Ø  Administration

Experience/Skills -

·        Preferably 1–3 years' experience in an administrative, operational, IT support, service desk, service coordination, project coordination or client-service environment.

·        MSP experience is advantageous but not mandatory.

Technical Skills

Essential:

·        Microsoft 365 / Office.

·        Good Excel skills.

·        Strong written and verbal communication.

·        Good organisational and administrative skills.

Advantageous:

·        ConnectWise PSA / Manage.

·        ITIL Foundation.

·        Power BI.

·        Basic IT / cybersecurity knowledge.

·        Previous MSP or IT services experience.