Service Delivery Coordinator

Service Delivery Coordinator – CBTS-I

Job Description:

Greeting from CBTS India

Service Delivery Coordinator (SDC) will act as the focal point for the management and performance of diverse tasks and workloads associated with CBTS’s service delivery manager function. The SDC will support work efforts of the entire service delivery team through fulfillment of various administrative assignments and repeating tasks.

Essential Functions:

Coordinate the scheduling of all support calls, project resources and administrative meetings between clients and company personnel

Work closely with SDMs in ensuring delivery of services as defined in client contracts

Assists the Service Delivery Managers with KPI reporting and adherence

Tracks open items/issues on dashboards, and follows up as required

Manages administrative efforts around internal processes to assist SDM and Team

Supplements Transition to Operations tasks as directed

Assumes additional technical and non-technical responsibilities as needed

Ad hoc report generation & arrangement of standard reporting packages

Preparation of materials for specific weekly/monthly customer engagements

Daily review of ServiceNow Incident and Request queue, work with internal IT operations teams and ensure tickets are addressed in a timely manner

Understands and manages daily process activities required by organization

Ability to interact effectively with internal IT Ops team while understanding cultural differences

Education

Bachelors degree in Computer Science or other related discipline

• 4 to 6 years of professional experience

• Data Analytics training & proficiency with excel

• Project Management training (Optional)

Special Knowledge, Skills, and Abilities

• Strong organization skills of People management, Service now, Multitasking.

• Has previously worked with tools such as ServiceNow and Sales Force

• Understands IT managed services and matrix reporting

• Technical background in Infrastructure services, including but not limited to servers, disaster recovery, networking, etc.

• Solid analytical skills and record-keeping

• Microsoft Office proficiency – document and process creation skills

• Self-motivated with the ability to adapt to changing priorities

• High potential individual with a diverse skill set

• Demonstrated success working independently and efficiently

• Demonstrated ability to interact comfortably with both technical and business oriented professionals

• Proven English communication skills including speaking, writing and presentation