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.

Service Delivery Coordinator

Location: Hybrid in Cincinnati, OH
Employment Type: Full-Time

About the Role

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.

What You’ll Do

Client Support & Service Delivery (70%)

• 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

Service Delivery Team Support (30%)

• 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

What You Bring

Education & Experience

• Bachelor’s degree required
• 0–4 years of professional experience
• Exposure to Project Management, IT, Service Management, or analytics preferred

Skills & Qualifications

• Project Management or ITIL training (Preferred)
• Experience in Information Services (Preferred)
• 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

Why Join Us?

• 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

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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.