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Open nowPosted 21 hours ago

Service Delivery Coordinator

Serviqual5 open roles

Where
Riche Terre
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Your applicationOpen nowService Delivery CoordinatorServiqual · Riche Terre

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. Serviqual postings stay open a median of 5 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.7%14 days
  5. 35.6%30 days
  6. 58.0%60 days
This job: posted 21 hours ago

Serviqual median: 5 days open

The posting

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.
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