Central Business Systems (CBS), a trusted provider of technology services, is seeking a dedicated Service Delivery IT Coordinator to join our team. This role is pivotal in ensuring seamless service delivery for our clients by coordinating IT support operations, managing client relationships, and improving service processes. The ideal candidate will have a strong IT background, exceptional organizational skills, and a proactive approach to customer service. Join CBS and be part of a team that values innovation, reliability, and client success.

Key Responsibilities:

Service Delivery

• Coordinate and manage all service tickets across support boards.
• Setting up all service tickets with the proper agreements, bill rates, types, subtypes and items.
• Scheduling tickets with engineers and clients daily
• Track and report Key Performance Indicators (KPIs)
• Review engineer time entries and ticket details for quality and accuracy.
• Conduct monthly proactive reviews for Managed IT clients to assess service quality and identify areas for improvement.
• Weekly reporting to CTO on team effectiveness.

Projects

• Coordinate IT projects, phone projects and audio-visual projects; timelines, resources, and communications to ensure on-time delivery and client satisfaction.
• Support new Managed IT client onboarding by managing the setup process and ensuring a smooth transition.
• Review of hardware orders, shipment tracking, and daily backorder reports.

Solution Design

• Create quotes for hardware and software, focusing on small components.
• Scheduling engineers on the Work in Progress (WIP) board for presales, Bill of Materials (BOM) and Statements of Work (SOW)

Ongoing

• Assist in managing IT vendor relationships, ensuring vendor accountability and consistent performance.
• Maintain detailed documentation and develop written processes to improve team efficiency and knowledge sharing.
• Renewals, License Management and Vendor Integration
• Invoice review of billable time and agreement revenues

Required Experience:

• Education & Certification: Bachelor’s degree in information technology, Business, or related field preferred. ITIL certification is a plus.
• Technical Background: Minimum 2-3 years of experience in IT service delivery, coordination, or a related role within a managed IT services environment.
• Customer Service Orientation: Strong commitment to client satisfaction with proven experience in managing client relationships.
• Organizational Skills: Excellent multitasking and organizational abilities, with a high level of attention to detail.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
• Problem-Solving Abilities: Proactive problem solver who can think critically and work under pressure to meet tight deadlines.