Service Delivery Coordinator at CBTS in Cincinnati, OH

Summary: 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 Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: IT Service Management, Microsoft Office, Excel analytics, Service Delivery, Customer Support, Multitasking, Project Management