Service Delivery Coordinator

CBTS is a technology solutions provider serving enterprise and midmarket clients across the United States and Canada. The Service Delivery Coordinator acts as a central point of contact for task management and operational support, ensuring client satisfaction and assisting with service delivery processes.

Responsibilities

• Serve as the point of contact for small to lower mid-size clients in the U.S. and Canada
• Respond to client inquiries and manage client satisfaction issues
• Attend client meetings to capture notes, track action items, and follow up on progress
• Address customer billing questions and provide documentation for overage inquiries
• Process miscellaneous client requests and administrative items
• Provide reporting support: use existing reports and create ad hoc reports when needed
• Ensure tickets within the SDC/SDM and shared resource queues are addressed promptly and updates are communicated to customers
• Manage daily process activities and provide workflow improvement recommendations
• Facilitate client requests for additional services by working with internal teams and Account Executives
• Participate in escalation procedures; during outages, coordinate with internal teams to restore service and act as the client liaison
• Participate in data integrity initiatives
• Join or lead self-guided teams to complete internal tasks or projects
• Provide PTO coverage for other team members
• Create and maintain items in Service Delivery materials (Toolkit)
• Assist Operations in driving initiatives that enhance customer experience

Skills

• Bachelor's degree from a four-year college
• 0–4 years of professional experience
• Experience or exposure to: Project Management, IT / Information Services, Service Management, Business or analytics
• PMI Project Management training – Preferred
• ITIL Service Management training – Preferred
• Experience in the Information Services industry – Preferred
• Strong organizational skills and ability to multitask effectively
• Demonstrated experience leading teams or group assignments
• Ability to work well under pressure in a fast-paced environment
• Proficiency in Microsoft Office, including documentation, process creation, and Excel analytics
• Strong verbal and written communication skills across all organizational levels
• Self-motivated and adaptable to changing priorities
• High-potential individual with a broad skill set
• Comfortable interfacing with both technical and business stakeholders

Company Overview