Service Delivery Coordinator

CBTS•Cincinnati, OH

About The Position

The Service Delivery Coordinator (SDC) serves as the primary point of contact for managing diverse tasks and workloads associated with CBTS’s service delivery. This role supports client accounts and the broader service delivery team by fulfilling administrative requests, researching customer issues, and ensuring documentation accuracy. The SDC will interact directly with clients and play a key role in enhancing customer satisfaction. This position offers a clear career path toward a Service Delivery Manager (SDM) role, providing mentorship opportunities and exposure to service delivery management functions for small clients.

Requirements

Bachelor’s degree (required).
0–4 years of professional experience.
Exposure to or experience in Project Management, IT, Service Management, business, or analytics.
Strong organizational skills and ability to multitask effectively.
Proven success in leading teams on various assignments.
Ability to thrive under pressure in a fast-paced environment.
Proficiency in Microsoft Office (document creation, process development, Excel analytics).
Excellent written and verbal communication skills across all organizational levels.
Self-motivated and adaptable to changing priorities.
High potential individual with a diverse skill set.
Comfortable interacting with both technical and business professionals.

Nice To Haves

Project Management training (preferred).
Service Management training (ITIL) (preferred).
Experience in the Information Services industry (preferred).

Responsibilities

Act as the point of contact for smaller clients in the US or Canada.
Respond promptly to client inquiries and track satisfaction issues.
Attend meetings, capture notes, and follow up on action items.
Address customer billing inquiries and provide supporting documentation for overage items.
Process miscellaneous client requests and inquiries.
Provide reporting support by leveraging existing reports and creating ad hoc reports as needed.
Ensure timely resolution of tickets in the SDC/SDM and shared resource pool queues.
Manage daily process activities, offer guidance, and recommend workflow improvements.
Coordinate additional service requests with leaders, Account Executives, and CBTS personnel.
Engage in escalation and notification procedures during outages, liaising with CBTS teams to restore services.
Participate in data integrity initiatives.
Join or lead self-guided teams to complete tasks and projects.
Provide PTO coverage support for team members.
Create and maintain Service Delivery materials (Toolkit).
Assist in driving internal operational initiatives to enhance customer experience.