Service Delivery Co-ordinator (FTTH) - Cape Town at Frogfoot Networks (Pty) Ltd

Purpose of the Role

• This role is perfect for someone who thrives in a fast-paced, customer-centric environment and enjoys coordinating multiple stakeholders to deliver seamless FTTH installations.
• The FTTH Project Coordinator is responsible for managing and coordinating FTTH orders from acceptance through to completion, ensuring installations are delivered efficiently, accurately, and within agreed service levels.
• The role works closely with clients, contractors, and internal teams to minimise service downtime, maintain high service quality, and ensure a positive customer experience.

What You’ll Be Responsible For

Project & Order Coordination

• Manage the end-to-end workflow of FTTH orders from acceptance to the final Acceptance Certificate.
• Coordinate installation dates and site meetings with contractors and internal departments.
• Ensure all required equipment is ordered and available to support installations.
• Track daily orders, progress, and completion against SLA and delivery targets.

 Client & Stakeholder Communication

• Provide clear and accurate feedback to clients from project initiation through to completion, including regular status updates.
• Provide ongoing feedback and reporting to the Service Delivery Manager.
• Liaise with internal departments through defined workflow processes to ensure smooth execution.
• Build and maintain effective working relationships with contractors, suppliers, and clients.

Service Delivery & Performance Management

• Ensure service levels, quality standards, and timelines are consistently met.
• Proactively identify risks, delays, or issues and escalate them timeously for resolution.
• Monitor contractor performance and support continuity of projects.
• Support the achievement of daily order targets and SLA commitments.

Administration, Reporting & Quality Control

• Maintain accurate project documentation and records throughout the project lifecycle.
• Ensure high levels of accuracy, attention to detail, and data integrity.
• Prepare reports and updates relating to project status, performance, and delivery.
• Demonstrate strong planning, prioritisation, and time management skills to meet deadlines.

Flexibility & Continuous Support

• Adapt to changing priorities in a dynamic and fast‑paced fibre environment.
• Take on additional tasks as required to support business growth and operational needs.
• Embrace changes to processes, responsibilities, or reporting structures as the business evolves.

What You’ll Need to Have

• Matric (Grade 12).
• Tertiary qualification (IT or related) – advantageous.
• At least 2 years’ experience in telecommunications or fibre‑related environments.
• Experience in customer service and project or order administration.
• Sound understanding of FTTH / last-mile telecommunications concepts (advantageous).

Skills That Will Help You Succeed

• Strong project coordination and administrative skills.
• Excellent communication and stakeholder engagement skills.
• High attention to detail with strong documentation and reporting capability.
• Excellent time management and ability to work under pressure.
• Strong problem-solving skills with the ability to escalate issues appropriately.
• Ability to work collaboratively within a team environment.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and related systems.

Qualities We Value at Frogfoot

• Customer-focused and service-driven.
• Organised, proactive, and reliable.
• Adaptable and resilient in a changing environment.
• Strong work ethic with a performance-driven mindset.
• Team-oriented with a collaborative approach.
• Takes ownership and sees tasks through to completion.

How Success Is Measured

• Achievement of SLA and daily order targets.
• Timely and accurate completion of FTTH installations.
• Quality and accuracy of client communication and reporting.
• Effective coordination with contractors and internal teams.
• Client satisfaction and reduced service downtime.