Service Quality Coordinator

Pretoria — Onsite, Monday to Friday (07:30–17:00), with availability during escalations as required.

01 December 2025

The Service Quality Coordinator supports the Service Quality Manager in monitoring, enforcing, reporting, and improving service performance across all ICT operational towers. The role ensures continuous compliance with service levels, contractual requirements, audit readiness, and customer satisfaction obligations under the DOJ ICT Service Delivery Model.

• Monitor ICT operational tower performance against SLAs, OLAs, and KPI frameworks.
• Track trends across Incident, Request, Major Incident, Problem, Vendor, and Change Management performance, supporting compliance oversight. (Aligned to the service quality governance model)

• Support the maintenance and execution of the Service Quality Management Model, ensuring:
  • Reviews occur twice annually
  • Updates are completed within five working days when approved departmental changes occur

• Assist in compiling and validating all quality-related reporting, including:
  • Daily reports — before 09:00
  • Weekly reports — every Monday
  • Monthly reports — by the 5th working day
  • Quarterly performance and improvement reports
  • Annual compliance reports
• Ensure 100% delivery of required reporting within SLA timelines
  .

• Participate in the administration and tracking of customer satisfaction metrics.
• Document trends and service perceptions to support continuous improvement initiatives.
• Support the analysis and distribution of quarterly improvement reports.
• Assist in tracking corrective action and recommendations resulting from:
  • RCA outcomes
  • KPI deviations
  • Customer complaints
  • Audit findings

• Maintain quality governance documentation ensuring accuracy, version control, and accessibility for audit and compliance purposes.
• Support internal/external audit preparation aligned to contractual frameworks.

Reporting turnaround 100% compliance with reporting timelines

Service Quality Model updates Within 5 days of approved change

Audit readiness & document compliance 100% accurate and updated

Quarterly quality improvement report support Delivered within required cycle

SLA/Tower performance tracking accuracy No discrepancies in governance reporting

• NQF Level 6 National Diploma in IT or equivalent recognised by SAQA
• ITIL Foundation Certificate
• Minimum 2 years ITSM tool experience
• Minimum 3 years’ experience in a similar ICT environment

• ITIL Processes (Core focus: SLA, Incident, Problem, Change, Release, Quality)
• ITSM Tool Administration & Reporting (e.g., Service Now, BMC Remedy, Ivanti)
• Data Analytics & MS Excel/Power BI reporting capability
• Document control and compliance monitoring
• Understanding of service governance and ICT operating models

• High attention to detail and accuracy
• Ability to work under structured governance frameworks
• Strong communication skills, especially written reporting
• Accountability and follow-through
• Analytical and improvement-oriented mindset

• Office-based role with structured service delivery timelines.
• May require extended working hours during reporting cycles or service escalations.