Service Delivery Coordinator (FTTB - Wholesale) - National at Frogfoot Networks (Pty) Ltd

Job Description

• Frogfoot is looking for a Service Delivery Coordinator (FTTB – Wholesale). Hybrid working model.

Purpose of the Role

• This role is perfect for someone who thrives on managing workflow administration and communication activities to ensure consistent, high-quality feedback and the efficient processing of service order tickets, in line with the Service Delivery Communication Plan and SLA targets.
• The role forms part of the FTTB Wholesale team and involves close collaboration with cross-functional teams across all stages of the Service Order fulfilment process. You will engage with wholesale clients, suppliers, and internal stakeholders to ensure the timely delivery of products and services required for order completion, while proactively escalating issues or delays to the Service Delivery Coordinator Team Leader when needed.
• You will oversee and coordinate the day-to-day management of FTTB (Fibre to the Business) wholesale orders received from clients, ensuring installations are completed smoothly with minimal disruption or downtime.
• Working closely with wholesale clients, contractors, and internal teams, you will play a key role in meeting service delivery objectives and client expectations. Strong organisational skills, exceptional attention to detail, and the ability to manage multiple priorities effectively are essential for success in this role.

Key Responsibilities

• Perform workflow administration and communication tasks to achieve Service Delivery SLA targets within the FTTB Wholesale environment.
• Attend customer meetings with the Service Delivery Manager, representing the FTTB Wholesale team where required.
• Ensure feedback frequency, feedback quality, and order ticket processing are maintained in accordance with the Service Delivery Communication Plan and SLA targets.
• Attend supplier meetings and drive supplier Service Delivery teams to achieve SLA targets in support of wholesale service delivery.
• Collaborate with the Service Delivery Manager and internal operational teams to complete workflow tasks and achieve SLA targets.
• Develop your skills: personal, interpersonal, computer, and industry-related.
• Contribute towards improving overall Service Delivery team performance, wholesale customer experience, and operational excellence.
• Identify, report, and mitigate revenue assurance risks during the order delivery process to the Team Leader.
• Manage all processes related to wholesale products and services, including commissioning.
• Provide feedback to wholesale clients from the start to the end of the project, including weekly updates.
• Provide feedback to the Service Delivery Manager throughout the project lifecycle.
• Work closely with the Service Delivery Manager, contractors, and wholesale clients to ensure continuity of projects.
• Manage ordering processes for all equipment required to complete installations.
• Manage relationships with subcontractors and suppliers supporting wholesale delivery.
• Proactively escalate problems to the Service Delivery Manager for resolution.
• Ensure Service Levels are consistently met.
• Liaise with all necessary departments via a defined workflow process.
• Ensure accurate feedback is provided to clients and apply strong time management, planning, and prioritisation.
• Achieve SLA targets and daily order targets as set by the Service Delivery Manager.
• Manage the workflow of wholesale orders from receipt through to delivery.
• Arrange site installation dates and site meetings with relevant internal departments and stakeholders.

What You’ll Need to Know

To succeed in this role, you should have:

• Matric (Grade 12) – Essential.
• Business Management or Project Management training – Desirable.
• FTTx industry-related OEM certification training – Desirable.
• Data visualisation application skills training – Desirable.

Experience:

• 2–3 years’ experience in Customer Relationship Management.
• 2–3 years’ experience in Service Delivery Management or Project Management.
• 2–3 years’ experience managing fulfilment processes in the ISP, FTTB, or wholesale telecoms environment.
• 2–3 years’ experience working with Service Level Agreements and workflow-oriented reporting.

Working knowledge of:

• Data visualisation tools: MS PowerBI or similar.
• Microsoft Office – Word, Excel, Outlook, PowerPoint.
• Documenting and reporting.