Description

Exquisite Solution Limited is hiring a Service Delivery Coordinator for a client in the telecommunications sector. In this role, you will be responsible for ensuring service quality, monitoring SLA compliance, validating outage (RFO) reports, and maintaining alignment between internal systems and customer PM/CM maintenance trackers.

Key Responsibilities

• Manage end-to-end ticket lifecycle, ensuring proper ownership and confirmed closure.
• Coordinate Field Engineers to ensure timely updates, SLA compliance, and issue resolution.
• Review and validate RFO reports for accuracy, completeness, and root cause clarity.
• Confirm service resolution before closure and reopen tickets where issues persist.
• Monitor SLA compliance and escalate risks or breaches promptly.
• Produce regular service delivery reports highlighting performance trends and issues.
• Ensure alignment between internal systems and customer PM/CM trackers for audit readiness.
• Facilitate clear communication and coordination across service delivery teams.
• Maintain accurate service records to ensure accountability and traceability.
• Support continuous improvement of service delivery processes and performance.

Qualifications and Requirements

• Bachelor’s degree or Diploma in IT, Engineering, Telecommunications, or related field.
• Three years’ experience in NOC, ISP, telecom, field service, or operations roles.
• Strong knowledge of ticketing systems and service delivery workflows.
• Experience with PM/CM or similar service compliance frameworks is an advantage.
• Strong coordination skills with disciplined follow-up and task ownership.
• High attention to detail in documentation and reporting.
• Proficient in Microsoft Excel and service reporting.

• Manage end-to-end ticket lifecycle, ensuring proper ownership and confirmed closure.
• Coordinate Field Engineers to ensure timely updates, SLA compliance, and issue resolution.
• Review and validate RFO reports for accuracy, completeness, and root cause clarity.
• Confirm service resolution before closure and reopen tickets where issues persist.
• Monitor SLA compliance and escalate risks or breaches promptly.
• Produce regular service delivery reports highlighting performance trends and issues.
• Ensure alignment between internal systems and customer PM/CM trackers for audit readiness.
• Facilitate clear communication and coordination across service delivery teams.
• Maintain accurate service records to ensure accountability and traceability.
• Support continuous improvement of service delivery processes and performance.

• Strong knowledge of ticketing systems and service delivery workflows.
• Strong coordination skills with disciplined follow-up and task ownership.
• High attention to detail in documentation and reporting.
• Proficient in Microsoft Excel and service reporting.

• Bachelor’s degree or Diploma in IT, Engineering, Telecommunications, or related field.
• Three years’ experience in NOC, ISP, telecom, field service, or operations roles.
• Experience with PM/CM or similar service compliance frameworks is an advantage.