1. Role Purpose
Coordinate client incidents and service requests from reception to controlled closure. The SDC ensures correct qualification, prioritisation and routing, monitors L1/L2 workflow, and verifies that required SOPs or Incident Resolution Guides (IRGs) are attached before closure.
The SDC also provides operational assurance beyond individual tickets by supporting service-level reporting, formal action tracking and Run-transition follow-up, while overall client service ownership and governance remain with the SDM.
2. Key Responsibilities
- Review, qualify and prioritise incoming incidents and service requests.
- Validate ticket information and route work to the correct L1 or L2 queue.
- Find and attach approved SOPs for service requests where available.
- Ensure incidents follow the appropriate Investigation Type and client validation process.
- Monitor L1-to-L2 escalations.
- Monitor queue ownership, OLA adherence, overdue tickets and operational risks.
- Follow up missing or overdue SOP/IRG creation with Team Leaders or Team Managers.
- Ensure tickets are not fully closed until the required knowledge document is attached.
- Provide concise updates on queue health, documentation gaps and workflow compliance.
- Gather and consolidate client dissatisfaction and operational feedback, and present key issues to the SDM and management to support continuous improvement.
- Participate in continuous improvement meetings and share production experience.
- Identify and raise recurrent issues to the SDM and management for root-cause analysis and continuous improvement.
- Prepare and validate the operational data used for service reporting, including SLA performance, backlog, ageing and outstanding actions.
- Maintain a formal action register for service reviews and operational governance, with owner, target date, status and closure evidence.
- Support service transitions, onboarding and operational handovers into Run by tracking agreed readiness actions and unresolved dependencies.
- Support Problem Management follow-through by tracking corrective and preventive actions after root-cause analysis.
4. Required Competencies
- Good understanding of incident management, request management, ticket prioritisation and escalation.
- Ability to apply SOPs, IRGs, Investigation Types and workflow controls.
- Strong organisation, follow-through and attention to detail.
- Clear written and verbal communication with technical and non-technical stakeholders.
- Ability to challenge incomplete information constructively and prioritise calmly.
- Working knowledge of ITSM principles and ticketing tools.
- Ability to prepare and validate service reporting data, including SLA, backlog and ageing information.
- Ability to maintain structured action registers and trace actions through to evidenced closure.
- Understanding of service transition and Problem Management follow-up in a managed-services environment.
5. Success Measures
- Accurate ticket qualification and routing.
- Complete and effective L1-to-L2 handshakes.
- OLA adherence and timely escalation of risks.
- SOP/IRG attachment and closure-control compliance.
- Reduction of recurring documentation and workflow gaps.
- Accurate and timely operational data is available for service reporting.
- Service-review and governance actions are traceable from assignment through evidenced closure.
- Run-transition and onboarding actions are tracked to completion with unresolved dependencies clearly visible.
- Corrective and preventive actions from Problem Management are tracked through closure.
