FTTB 3rd Party Onboarding and Escalation Coordinator

2 weeks ago

Centurion, Gauteng, South Africa MetroFibre Full time R250 000 - R400 000 per year

Role Summary

The purpose of this role is to coordinate all FTTB 3rd Party Vendor onboarding activities, manage escalations from the Service Delivery Management (SDM) team, monitor 3rd Party Vendor performance through structured reporting, and take ownership of specific workflow steps within the Engineering/Planning process.

Responsibilities

  • Serve as the liaison between internal stakeholders during the onboarding process (including FTTB Sales, SDM, Legal, Logic Engineering, NOC, Procurement, Finance).
  • Act as the primary point of contact between MetroFibre and the 3rd Party Vendors.
  • Coordinate the circulation of legal documentation (NDA, MSA, SLA) and ensure alignment between MF Legal and Vendors.
  • Host weekly status meetings with the Legal team to address progress and document challenges.
  • Arrange and coordinate Network Verification Testing (NVT) with all relevant internal and external parties.
  • Create and maintain a 3rd Party Onboarding Matrix to track progress.
  • Identify potential onboarding risks and escalate to the line manager when required.
  • Assist Service Delivery Managers with escalations upon request.
  • Document, track, and maintain visibility of escalations under your coordination.
  • Share a weekly escalation progress report with the line manager, relevant SDM, and SDM Team Leader.
  • Escalate high-risk issues to the line manager for executive support where needed.
  • Identify and document open orders older than 90 days after PO issuance.
  • Engage with relevant SDMs and Vendors to expedite resolution and order handover.
  • Track progress daily and produce weekly performance reports to management.
  • Follow up with WO owners to ensure efficient workflow progression.
  • Maintain comprehensive records of WO activities and interventions.

Qualifications

  • Matric / Grade 12
  • Bachelor's degree or three-year diploma in engineering or industrial design or equivalent qualification.

Work Experience

  • Minimum 3–5 years' experience in an administrative or coordination role.
  • Exposure to contractual processes (NDA, MSA, SLA).
  • Experience working with both internal and external stakeholders.
  • Prior reporting experience to management or leadership stakeholders

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