Service Delivery Coordinator

Job title: Service Delivery Coordinator
Department: Delivery
Location: Itec SA
Reporting to:  Itec SA
Date Updated:


• Manage and increase the stringent service delivery levels within the TFG
Stores environment
• Monitor and Manage all service incidents on ISM pertaining to the stores
• Drive SLA and service calls out with third party service partner
• Attend to all escalated incidents with relevant management staff
• Administering and managing various changes and projects ongoing
• Manage consumable orders with Service Delivery Administrator
• Manage workshop repairs with Service Delivery Administrator
• Monitor and Manage Itec Sync Plus to ensure all devices are live and
• Monitor and Manage Itec Print Director to ensure all devices are reporting
• Audit monthly billing from third party service partner
• Administer monthly chargeable calls with customer
• Administer monthly customer billing with billing Department
• Creation of various requested reports on ad hoc basis
• Creation and presentation of monthly SLA data in STEERO meetings
• Monitoring new installation and administering creation of addendums to be
• Monitoring stores closures and expansions assisting in getting devices to
• Monitoring and managing consumable and device stock with third party service partner.

Requirements and experience

• Grade 12 or NQF level 4 equivalent qualification;
• Business or Project Management qualification
• 3-4 years’ Service Delivery experience
• 3 years IT support experience