Summary of the Job:The Service Delivery Associate analyzes operational issues, interprets service delivery processes, assesses customer impacts, and provides recommendations to improve operational performance and service outcomes. The SDA partners closely with Service Account Managers (SAMs), Client Executives, Project Managers, Operations teams, and customers to ensure consistent, proactive customer experience.
This role focuses on customer communications, ticket process ownership, change notification processes, service coordination, data accuracy, reporting, and project execution. Through direct customer interaction and account support, the SDA develops the skills and business acumen necessary to take on more elements of account ownership and eventually progress into a Service Account Manager role with full account ownership responsibilities.
About This Role:Customer Communication & Change Management- Own the coordination and delivery of customer communications related to change management activities, maintenance events, service interruptions, and operational updates.
- Draft and distribute customer notifications in accordance with established communication standards.
- Ensure timely and accurate customer awareness of service-impacting events.
- Own the development and continuous improvement of communication templates and processes.
- Consult with customers regarding operational impacts, service risks, mitigation strategies, and proactively implement actions related to maintenance activities and service events.
Administration & Automation- Support ServiceNow message delivery processes and notification workflows.
- Identify automation opportunities that improve operational efficiency and customer experience.
- Drive assigned automation initiatives from identification through implementation and adoption.
- Monitor and evaluate effectiveness of automated communications and recommend enhancements.
Incident, Ticket, and Stability Management- Track outstanding incidents, service requests, problems, and action items.
- Assess and maintain ticket hygiene standards and ensure accuracy of customer-facing dashboards.
- Work with technical teams to ensure ticket updates remain current and actionable.
- Determine escalation needs of aging or at-risk items as appropriate.
- Conduct post-incident reviews and present customers and internal stakeholders with impact assessments, root cause summaries, and recommendations to prevent recurring issues.
- Analyze operational and business impacts of service events, including customer experience, service availability, and potential financial impacts where applicable.
Shared Customer Support Pool- Manage support activities for assigned shared customer accounts.
- Serve as a point of contact for customer requests and follow-up activities.
- Ensure customer inquiries are routed and resolved through appropriate teams.
- Provide operational guidance and recommendations to customers regarding service utilization, support processes, and best practices to improve overall service performance.
Disaster Recovery & Operational Readiness- Assist in planning, coordination, and execution of customer Disaster Recovery (DR) tests.
- Track testing schedules, action items, communications, and documentation.
- Manage completion and documentation of post-test follow-up activities.
Customer Access & Service Administration- Coordinate customer data center access requests.
- Facilitate required approvals and documentation processes.
- Maintain accurate access records and status tracking.
Sales & Renewal Support- Support Client Executives and SAMs during customer renewal activities.
- Assist with opportunity management, ticket coordination, and Salesforce updates.
- Gather and maintain customer account information required for renewal planning.
- Track renewal-related deliverables and deadlines.
Account Coordination & Customer Support- Participate in customer meetings alongside SAMs and Client Executives.
- Present operational findings, service impact summaries, and recommendations to customers and internal stakeholders.
- Assist with creation and maintenance of customer documentation, reports, and account records.
- Support customer requests and coordination efforts as needed.
- Interpret service delivery processes and policies to address unique customer situations and identify potential operational risks.
Project Coordination- Lead small-scale customer projects.
- Plan and execute activities across technical and operational teams.
- Own the tracking of project milestones, timelines, dependencies, and deliverables.
- Evaluate operational and service impacts associated with project activities and recommend actions to minimize customer disruption.
Process Improvement- Identify operational inefficiencies, recommend process improvements, and drive the execution of those improvements where able.
- Participate in Client Experience continuous improvement initiatives.
- Support standardization of account management practices and playbooks.
- Identify recurring customer issues, operational trends, and policy exceptions, recommending process improvements that reduce risk and improve customer outcomes.
- Influence operational outcomes by coordinating cross-functional teams and driving actions needed to resolve customer impacting issues and improve service performance.
The Ideal Candidate for This Role:Education & Experience- Bachelor's degree in Business, Information Technology, Communications, or related field preferred.
- 1 year of experience in customer servicing, account coordination, project coordination, service delivery, or related roles.
- Experience in managed services, technology services, or IT operations preferred.
Skills- Strong written and verbal communication skills.
- Exceptional organizational and time management abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong attention to detail and follow-through.
- Ability to assess operational risk and business impact
- Ability to exercise independent judgment when evaluating situations and recommending solutions
- Customer centric mindset with a focus on service excellence.
- Ability to build relationships across technical and non-technical teams.
- Proficiency with Microsoft Office applications
- Experience with ServiceNow and Salesforce is a plus
Preferred Competencies- Problem-solving and analytical thinking.
- Process improvement mindset.
- Professional communication and presentation skills.
- Project coordination experience.
- Ability to work independently while collaborating across teams.
- Business impact analysis.
- Relationship management.
- Ability to interpret process and policy
- Ability to influence outcomes through cross-functional collaboration
Candidates must possess unrestricted work authorization and not require future sponsorship.
Compensation:Compensation range (base pay): $69,616.00-$114,867.00
This role may have a specific starting pay within this range.
Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.
Work Environment:It is anticipated that the incumbent in this role will work in a hybrid capacity, balancing in-person collaboration three (3) days a week with remote flexibility two (2) days a week. As part of our team, you'll experience the energy and relationship-building of face-to-face collaboration while still enjoying the flexibility of remote workdays. We provide the tools and technology to ensure seamless transitions between work environments, supporting your productivity wherever you are. Please note that work location is subject to change based on business needs.
Benefits Overview: We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:
- Medical, Dental, Vision Insurance
- 401k, With Matching Contributions
- Time Off Programs
- Health Savings Account (HSA)/Dependent Care
- Employee Banking
- Growth Opportunities
- Tuition Assistance
- Short-Term/Long-Term Disability Insurance
Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.
For additional information regarding compensation and benefits, e-mail FNBO at [redacted]. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.
