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Service Quality Coordinator

POSITION TITLE

Service Quality Coordinator

📌 REPORTS TO

Service Quality Manager

📌 LOCATION

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

📌 START DATE

01 December 2025

📌 SEND ALL APPLICATIONS TO:

info@purpleblue.co.za

1. PURPOSE OF THE ROLE

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.

2. KEY RESPONSIBILITIES

A. Service Performance Monitoring & Tracking

  • 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)

B. Quality Model Execution Support

  • 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

C. Reporting & Analytics Support

  • 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.

D. Customer Experience Monitoring

  • Participate in the administration and tracking of customer satisfaction metrics.
  • Document trends and service perceptions to support continuous improvement initiatives.

E. Continuous Improvement

  • 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

F. Documentation & Audit Readiness

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

3. PERFORMANCE MEASURES (KPIs)

Key OutputStandard / SLA Expectation
Reporting turnaround100% compliance with reporting timelines
Service Quality Model updatesWithin 5 days of approved change
Audit readiness & document compliance100% accurate and updated
Quarterly quality improvement report supportDelivered within required cycle
SLA/Tower performance tracking accuracyNo discrepancies in governance reporting

4. REQUIRED QUALIFICATIONS & EXPERIENCE

As per contract:

✔ 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

5. TECHNICAL SKILLS & COMPETENCIES

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

6. BEHAVIOURAL COMPETENCIES

  • 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

7. WORKING CONDITIONS

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

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