Job Description
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 CBTS provides end-to-end IT and communications solutions that allow businesses to improve efficiency, enable innovation, and mitigate risk. It was founded in 1994, and is headquartered in Cincinnati, Ohio, USA, with a workforce of 1001-5000 employees. Its website is