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

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

• IT / Information Systems
• Business Management
• Operations Management
• Project Management
• Business Administration
• IT Service Management
• 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.