Job Details

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions-including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com.

Job Title: Service Delivery Coordinator

Position Overview

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.

Essential Functions

Client Support (70%)

• 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.

Service Delivery Team Support (30%)

• 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.

Education & Experience

• Bachelor's degree (required).
• 0-4 years of professional experience.
• Exposure to or experience in Project Management, IT, Service Management, business, or analytics.

Preferred Knowledge & Skills

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

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.