Service Delivery Coordinator

CBTS • Cincinnati, OH

29d • Hybrid

About The Position

CBTS is seeking a Service Delivery Coordinator (SDC) to support our growing client base and service delivery operations. In this customer-facing role, you'll manage requests, track issues, support internal teams, and ensure clients receive exceptional service.
This position offers a clear growth path into a Service Delivery Manager (SDM) role, including mentorship from senior team members and hands-on experience with service delivery management functions.

Requirements

• Bachelor’s degree required
• 0–4 years of professional experience
• Strong organizational and multitasking abilities
• Demonstrated experience supporting or leading teams
• Comfortable working in a fast‑paced, high‑pressure environment
• Proficiency in Microsoft Office, including Excel and documentation tools
• Strong written and verbal communication skills across all levels
• Self‑motivated, adaptable, and able to manage shifting priorities
• Comfortable working with both technical and business stakeholders

Nice To Haves

• Exposure to Project Management, IT, Service Management, or analytics preferred
• Project Management or ITIL training (Preferred)
• Experience in Information Services (Preferred)

Responsibilities

• Serve as the primary point of contact for small to mid‑size clients in the U.S. and Canada
• Respond to client inquiries and manage customer satisfaction issues
• Attend client meetings, capture notes, and track action items
• Handle billing inquiries and provide supporting documentation as needed
• Create or update client reporting, including occasional ad‑hoc reports
• Manage and resolve tickets in shared queues with timely follow-up
• Recommend improvements to service delivery processes and workflows
• Coordinate additional service requests with leadership, Account Executives, and internal teams
• Participate in escalation processes and act as the client liaison during outages or critical events
• Support data integrity reviews and internal process initiatives
• Participate in or lead task-based project teams
• Assist with PTO coverage rotation for the service delivery team
• Maintain internal documentation and materials (Service Delivery Toolkit)
• Partner with Operations teams to enhance customer experience

Benefits

• Clear career progression into a Service Delivery Manager role
• Hands-on mentorship from senior team members
• Opportunity to work directly with customers and internal partners
• Collaborative, growth-focused team environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level