SERVICE DELIVERY COORDINATOR – FEMALE PREFERRED
Sigma Consulting Group
Remote
Department: Field Operations
Industry Experience: Mandatory ISP / Telecommunications Experience
Location: Lekki, Lagos, Nigeria
Industry: Telecommunications / Internet Service Provider (ISP)
Employment Type: Full-Time
Reports To: Head of Field Department
Salary: ₦250,000 Net Monthly
Experience Required: 2–4 Years
Job Summary
The Service Delivery Coordinator is responsible for coordinating and monitoring field service activities to ensure timely, efficient, and high-quality delivery of telecommunications and ISP services.
The role involves coordinating field engineers and field coordinators, monitoring service tickets, tracking SLA compliance, ticket turnaround time, response and resolution timelines, following up on pending jobs, and ensuring service delivery activities are completed within agreed timelines.
The successful candidate will serve as a key coordination point between Field Operations, Technical Teams, Customer Service, and other relevant departments, ensuring that service issues are properly tracked, escalated, resolved, and accurately documented.
Key Duties & Responsibilities
1. Service Delivery Coordination
- Coordinate daily field service activities and ensure assigned jobs are properly scheduled and followed through.
- Monitor service requests, installations, faults, maintenance activities, and other field assignments.
- Ensure field activities are completed within agreed timelines and service standards.
- Follow up with field coordinators and engineers on pending and outstanding jobs.
- Identify potential service delays and escalate them promptly.
- Monitor service tickets to ensure compliance with agreed Service Level Agreements (SLAs).
- Track ticket turnaround time, response time, resolution time, pending tickets, and overdue cases.
- Ensure tickets are updated accurately and within the required timelines.
- Follow up on delayed or unresolved tickets and coordinate appropriate escalation.
- Verify that ticket status accurately reflects the actual progress of service activities.
- Coordinate with field engineers and coordinators to ensure efficient execution of assigned jobs.
- Monitor engineer availability, job allocation, attendance, productivity, and completion status.
- Follow up on repeat visits, unresolved faults, delayed installations, and service-related challenges.
- Maintain accurate records of field activities and service delivery status.
- Escalate persistent performance or service delivery issues to the Head of Field Department.
- Maintain effective communication with customers and internal stakeholders regarding service requests and updates.
- Provide timely updates on installation schedules, service delays, faults, and resolutions.
- Coordinate with Technical, Network Operations, Customer Service, and other relevant teams to resolve service issues.
- Ensure customer complaints relating to field service are properly logged, tracked, and resolved.
- Maintain professional communication with customers throughout the service delivery process.
- Prepare daily and periodic service delivery reports for management review.
- Track key service delivery metrics and highlight exceptions or recurring issues.
- Maintain accurate records of tickets, field activities, escalations, resolutions, and SLA performance.
- Provide insights and recommendations to improve service delivery efficiency.
- Support management with operational reports and performance updates.
- Monitor escalated service cases and ensure timely resolution.
- Investigate the status and history of unresolved tickets to identify causes of delays.
- Coordinate corrective actions with relevant teams.
- Escalate critical or prolonged service delivery issues appropriately.
- Maintain proper documentation of escalations and resolutions.
- Ensure compliance with approved service delivery procedures and operational standards.
- Identify recurring service delivery gaps and recommend practical improvements.
- Support initiatives aimed at reducing ticket backlog, improving turnaround time, and enhancing customer experience.
- Ensure proper documentation and adherence to established workflows.
- Promote accountability and timely service delivery across the field operations team.
- Support the Head of Field Department in monitoring daily operational activities.
- Assist in coordinating team meetings, service reviews, and operational follow-ups.
- Communicate service delivery expectations and operational requirements to relevant personnel.
- Support training and refresher sessions relating to ticket management, SLA compliance, and service delivery procedures.
- Perform other duties reasonably assigned by management.
- Bachelor's degree in Business Administration, Operations Management, Telecommunications, Information Technology, or a related discipline.
- 2–4 years of relevant professional experience.
- Mandatory experience within an ISP, Telecommunications, or closely related technical/service delivery environment.
- Proven experience in service delivery coordination, operations coordination, customer support, field operations, or related functions.
- Good understanding of SLA management, ticket turnaround, service monitoring, and escalation processes.
- Basic understanding of telecommunications, internet service delivery, and technical field operations.
- Strong reporting and analytical skills.
- Proficiency in Microsoft Excel and other reporting or ticketing tools.
- Excellent communication and interpersonal skills.
- Strong problem-solving and follow-up abilities.
- Ability to coordinate multiple activities and priorities under pressure.
- High level of attention to detail, accountability, and professionalism.
- Ability to work effectively with both technical and non-technical teams.
- Service Delivery Coordination
- SLA Monitoring & Compliance
- Ticket & Workflow Management
- Ticket Turnaround Monitoring
- ISP / Telecommunications Operations
- Field Operations Coordination
- Escalation Management
- Customer Service & Relationship Management
- Operational Reporting
- Problem Solving & Root-Cause Analysis
- Stakeholder Management
- Communication & Follow-Up
- Time Management
- Attention to Detail
- Process Improvement
- Accountability
Interested and qualified candidates should send their updated CV to:
Email: [email protected]
Subject: Service Delivery Coordinator – Lekki
Only shortlisted candidates will be contacted.