Service Delivery Coordinator

Our client is a US-based broadband service provider delivering fibre-to-the-home (FTTH) internet to residential customers. The business operates an end-to-end service delivery model focused on customer service, reliability, speed and quality.

We are recruiting for a Service Delivery Coordinator to manage work order activity associated with customer installations, service faults and infrastructure routing.

The successful candidate will coordinate closely with internal teams, field technicians and external contractors to ensure work orders are scheduled, tracked and successfully resolved

Minimum Requirements

• Matric or equivalent qualification
• Previous experience in work order management, dispatch coordination or operational support
• Experience within telecommunications, ISP, fibre or field operations will be advantageous
• Strong organisational and administrative skills, with the ability to manage multiple open work orders simultaneously
• Excellent written and verbal communication skills
• Strong command of spoken and written English
• Proficiency in Microsoft Excel and operational support systems
• Experience working with internal teams, field technicians and external contractors
• Ability to manage competing priorities and work effectively under pressure
• Strong attention to detail and accurate record-keeping
• Ability to work rotational shifts, including weekends
• Customer-focused approach with strong problem-solving skills

Key Responsibilities

• Coordinate installation work orders from scheduling through to completion
• Confirm fibre installation appointments with customers and provide reminders via calendar invites, SMS and telephone
• Dispatch technicians and coordinate schedules across installation crews
• Monitor work orders to ensure jobs are completed and no orders remain unresolved
• Ensure failed or incomplete installations are accurately documented and re-queued
• Manage inbound trouble call work orders for existing customers experiencing service issues
• Triage and allocate trouble calls to the appropriate technician or field team
• Track service issues through to resolution and communicate updates to customers where required
• Ensure completed trouble calls are accurately closed with appropriate resolution notes
• Coordinate aerial and underground drop installation work orders
• Manage cutover work orders and ensure work is correctly sequenced with field crews
• Coordinate site-specific routing activities required to complete customer installations
• Maintain accurate work order records and ensure data integrity across operational systems
• Coordinate with internal teams, technicians and external contractors to resolve outstanding work
• Proactively identify scheduling issues and arrange rescheduling where required
• Attend operational meetings and provide updates on outstanding work orders
• Ensure all work is accurately documented across the relevant systems and platforms

Additional Information

• Location: Melrose, Johannesburg
• Full-time position
• Office-based role
• The position operates on a weekly rotational shift schedule
• Coverage is required Monday to Sunday between 07:00 and 20:00 EST
• US public holidays apply; South African public holidays do not apply
• Shift assignments rotate according to operational requirements

Further details regarding shifts will be sent to interested candidates.