Change and Post Impact Coordinator - National at Frogfoot Networks (Pty) Ltd

Purpose of the Role

• The Change and Post Impact Coordinator plays a critical role in ensuring the structured planning, coordination, and execution of network changes, while driving accountability and continuous improvement following service-affecting incidents.
• The role is responsible for supporting change governance, facilitating effective communication between stakeholders, maintaining accurate documentation, coordinating Change Advisory Board (CAB) activities, and identifying and tracking recurring network or service issues to support long-term service improvements.

Key Responsibilities

Change Management

• Review incoming change requests to ensure they are complete, accurate, and compliant with change governance standards.
• Log and track approved change requests in line with organisational change management policies.
• Ensure impact assessments are completed and reviewed before changes are approved.
• Coordinate change communications and ensure all required pre- and post-change checks are documented and shared with relevant stakeholders.
• Act as the first point of contact for change-related queries and provide timely, clear, and professional support.
• Manage rejected changes by communicating feedback, tracking resolutions, and ensuring learnings are shared with relevant teams.
• Maintain the Change Conflict Register and highlight potential scheduling conflicts for assessment.
• Organise and chair regular Change Advisory Board (CAB) meetings, including preparing meeting packs, facilitating discussions, and tracking follow-up actions.
• Prepare and update change request tickets with the required technical and logistical information to ensure CAB readiness.
• Monitor change request queues to ensure response and processing times are managed within SLA requirements.
• Provide operational coordination where required, including stock movements, site access arrangements, and stakeholder communication.
• Participate in a rotational standby schedule to support emergency change requests after hours.

Post Impact and Service Improvement Management

• Document network and service outages accurately, ensuring all relevant technical and operational information is captured.
• Follow up with internal teams, vendors, contractors, and third-party providers to investigate incidents and obtain missing information.
• Identify patterns, recurring outages, network vulnerabilities, and technical faults that require escalation or improvement.
• Coordinate and monitor improvement plans for repeated or high-impact issues.
• Track escalated faults through to the implementation and verification of a permanent fix or suitable mitigation.
• Maintain and update records of known network vulnerabilities and support remediation planning.
• Draft and prepare Root Cause Analysis (RFO) reports for internal and customer-facing communication.
• Compile relevant information for Service Improvement Plans (SIPs) and support the responsible teams with reporting, finalisation, and communication.

What You'll Need to Know

• A strong understanding of administrative and coordination processes, with exceptional attention to detail.
• How to manage multiple priorities and work effectively under pressure and within tight deadlines.
• Strong written and verbal communication skills, with the ability to engage professionally with a range of internal and external stakeholders.
• Proficiency in Microsoft Excel, Word, and collaboration tools such as Microsoft Teams and Google Workspace.
• Familiarity with ticketing systems and change management tools.
• A basic understanding of network operations and ITIL-based change control processes would be advantageous.
• Experience coordinating activities across multiple teams and stakeholders.
• Experience within a Network Operations Centre (NOC), ISP, telecommunications environment, or similar operational environment would be beneficial.
• ITIL Foundation certification or relevant change management training would be advantageous but is not essential.

What Success Looks Like in This Role

• Success in this role means ensuring that network changes are well coordinated, properly documented, communicated effectively, and processed in line with established governance and SLA requirements. You will contribute to smooth CAB processes, proactively identify and manage change conflicts, and ensure stakeholders have the information they need to make informed decisions.
• You will also be successful when service-affecting issues are thoroughly investigated, recurring problems are identified and escalated, and improvement actions are tracked through to effective resolution. Ultimately, your contribution will support stronger change governance, reduced operational risk, improved service reliability, and continuous improvement across the network.

Qualities We Value at Frogfoot

• Accountability: Taking ownership of tasks and following through until actions are completed.
• Attention to Detail: Ensuring information, documentation, and processes are accurate and complete.
• Collaboration: Working effectively with colleagues, vendors, contractors, and other stakeholders.
• Proactive Problem-Solving: Identifying potential risks and recurring issues and taking action to support resolution.
• Professional Communication: Communicating clearly, respectfully, and effectively, even in high-pressure situations.
• Adaptability: Remaining flexible and effective when priorities change or urgent issues arise.
• Continuous Improvement: Looking for opportunities to improve processes, prevent recurring issues, and strengthen service delivery.

Closing Date 10 September 2026