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 – CBTS

CBTS serves enterprise and midmarket clients across the United States and Canada, delivering flexible technology solutions including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure Services. CBTS supports clients through the full lifecycle—from design and deployment to management and optimization of secure, scalable platforms.

Learn more at www.cbts.com.

Position Overview

The Service Delivery Coordinator (SDC) serves as a central point of contact for task management and operational support within CBTS’s service delivery organization. This role supports both client accounts and the internal service delivery team through administrative tasks, issue research, documentation upkeep, and direct client interaction.

This position provides a developmental pathway into a Service Delivery Manager (SDM) role, with mentoring from senior team members and opportunities to manage smaller client engagements.

Essential Functions

1. Customer Support & Service Delivery – 70%

• 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.

2. Internal Service Delivery Support – 30%

• 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.

Education & Experience

• 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 Knowledge & Skills

• 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

Work Environment

• Professional office environment
• Hybrid schedule: 1–2 days in office per week

Supervisory Responsibilities

• None

Additional Requirements

Due to U.S. Government regulations for foreign-owned telecommunications providers, non–U.S. citizens may be required to undergo an extensive background check that includes disclosure of sensitive personally identifiable information.

Compensation

Salary Range:
$57,000 – $67,000 USD per year
Location: Hybrid (Cincinnati, OH, US)
Business Unit: Managed Services Solutions

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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.