Service Delivery Advisor (Back To Business IT)

As a Service Delivery Advisor (Back To Business I.T.), you will work with cutting-edge technologies and collaborate with a talented team of professionals at Back To Business I.T.’s office in Beavercreek, Ohio. This role is a key customer advocate and primary connection between clients and internal service, project, account management and leadership teams. Join us and be part of an exceptional company culture driven by core values, collaboration and emphasis on employee growth and career building., + Coordinate scheduling of project engineers and technical resources.

• Maintain resource calendars and staffing schedules.

• Balance workloads across project and service teams.

• Ensure appropriate allocation of resources based on skillsets, project requirements, and business priorities.

• Work closely with technical staff to monitor project progress, resource availability, and customer commitments.

• Resolve scheduling conflicts and resource constraints that may affect service or project delivery.

Customer Communication and Advocacy

• Serve as a primary point of contact for project coordination, service delivery questions, and customer feedback.

• Communicate project timelines, scheduling updates, implementation plans, and service follow-up with clients.

• Coordinate client meetings, project kickoffs, and technical implementation schedules.

• Build and maintain strong client relationships through consistent communication, responsiveness, and follow-through.

• Represent customer priorities and concerns to the appropriate internal teams.

• Review feedback related to service tickets or delivery experiences, gather relevant context, and respond to the customer with clarification or next steps.

• Coordinate and escalate customer concerns and service delivery risks as appropriate and follow through on agreed actions.

Project Coordination

• Lead project planning and implementation scheduling.

• Coordinate onboarding, implementation, migration, and infrastructure projects.

• Establish and monitor project workloads, timelines, responsibilities, risks, and deadlines.

• Coordinate internal resources, vendors, and customer stakeholders to help ensure project milestones are met.

• Maintain project documentation, action items, customer communications, and status reporting.

• Confirm project deliverables are completed, documented, and transitioned appropriately into ongoing support.

Resource Planning & Capacity Management

• Develop and maintain short-term and long-term resource plans.

• Monitor engineer utilization and workload balancing.

• Identify upcoming resource constraints and staffing needs.

• Work with leadership to adjust schedules and priorities based on business demands and customer requirements.

• Assist in forecasting future project staffing requirements.

Business Development Support

As experience and responsibilities expand, the Service Delivery Advisor may:

• Assist in identifying technology projects, service improvements, and opportunities within existing client environments.

• Collaborate with technical team to develop project recommendations.

• Prepare quotations, project proposals, and statements of work.

• Help develop technology roadmaps and project plans based on customer priorities, technical needs, and service feedback.

• Support recurring business reviews and strategic planning discussions.

Operational Excellence

• Assist leadership in developing and improving service delivery processes.

• Monitor service delivery metrics and customer feedback.

• Identify opportunities to improve efficiency, resource utilization, and customer experience.

• Assist with reporting related to project delivery, resource utilization, customer concerns, and operational performance.

• Ensure processes, customer commitments, and documentation standards are followed consistently.

• Do you have a professional and friendly demeanor?

• Do you have a keen eye for detail and excellent analytical skills?

• Would your friends describe you as a self-starter who takes pride in your work and enjoys collaborating with others?, + Associate degree or equivalent work experience required.

• Bachelor’s degree preferred.

• Minimum 3 years of experience in IT service coordination, dispatching, project coordination, client service, or related operational roles.

• Strong organizational and scheduling abilities.

• Excellent customer service and relationship management skills.

• Strong written and verbal communication skills.

• Ability to prioritize competing demands in a fast-paced environment.

• Proficiency with Microsoft 365 applications.

• Strong attention to detail and follow-through.

DESIRED QUALIFICATIONS:

• Experience within a Managed Services Provider (MSP) environment.

• Experience using ConnectWise Manage and ConnectWise PSA tools.

• Experience with project coordination or project management.

• Working knowledge of IT service delivery processes.

• Understanding of engineer utilization and capacity planning.

• Familiarity with quoting, proposal development, and project scoping.

• ITIL Foundations certification or equivalent experience.

We believe in fostering a positive, inclusive culture that values diversity, teamwork, and personal growth. With opportunities for advancement and a supportive community of colleagues, The Greentree Group is the perfect place to build your career. Learn more about us at www.greentreegroup.com. Please note that this role may require a National Agency Check (NAC) and/or background check, and relocation assistance is not available at this time.

Greentree is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, national origin, age, sexual orientation, gender identity, genetic information, or status as a qualified individual with a disability or protected veteran.

Compensation / Salary Range: Greentree adheres to federal, state, and local regulations. This is a Full-Time, Salary, Exempt position. The following salary range is what we reasonably expect to pay but is contingent and subject to a variety of factors, including but not limited to years of experience, education, certification(s), training, specialized skills, responsibilities, etc.

Salary Range: $70,000 to $80,000

Bonuses: Greentree has an employee referral bonus, as well as employee bonuses based on employee contributions and Greentree’s yearly performance.

Top Benefits

Core Benefits 100% paid by Greentree: Employee Medical Premium on the High Deductible Health Plan (HDHP), Basic Life Insurance and AD&D, Short-Term Disability (STD), Long-Term Disability (LTD), Health Reimbursement Account (HRA), 401(k) Match, Job-Related Certifications, and Training Programs

Elected Benefits: Medical, Dental, Vision, HSA, FSA, Voluntary Term Life, 401(k) (Roth and Pretax available)

Time Off: PTO, Flexible Schedules, Holidays and Paid Parental Leave: Work-life balance is important - we all enjoy some time off for rest and relaxation! Employees receive a very generous amount of PTO which is granted on start date, plus the ability for quick escalation to the next tier. Flexible/hybrid working schedules and 11 paid holidays, in addition to paid parental leave round out the work-life balance benefits.

Paid Training and Development: We encourage and support ongoing employee learning and development, consistent with needs of the company, its clients, and markets. Greentree is committed to paying the cost for job-related certifications and/or training programs. In conjunction with management/employee communication and discussions regarding performance and goals, employees are expected to seek out and pursue development opportunities to meet emerging organizational skill requirements in combination with their own personal growth needs. Greentree also makes job-related tuition reimbursement contributions for those in higher-level education programs.

Back To Business I.T. powered by The Greentree Group is the most experienced and certified team of technology experts in Southwest Ohio. We alleviate the burden of managing computer systems and networks and allow our clients to focus on the more important aspects of their companies. Back To Business I.T. offers a full suite of solutions including managed services, cybersecurity, co-managed IT, IT assessments, special projects, help desk, CMMC readiness, tools and intelligent automation.

The Greentree Group is a dynamic, innovative, and thriving company that specializes in delivering advanced technology solutions to federal, state, and commercial clients. With a team of highly skilled professionals, we provide cutting-edge services and are always pushing the boundaries of what’s possible.

What sets us apart is our commitment to excellence and our passion for the work we do. At The Greentree Group, we are driven by a shared sense of purpose and a desire to make a difference in the lives of people around us. Whether it’s helping our clients achieve their goals, developing innovative solutions to complex problems, or giving back to the community, we are dedicated to making a positive impact.

We also believe in investing in our people and providing them with opportunities for growth, development, and advancement. We offer a dynamic and supportive work environment, a culture of continuous learning, and a wide range of benefits and perks that promote work-life balance and personal well-being.

Whether you’re a seasoned expert or just starting out in your career, if you’re passionate about technology, committed to excellence, and eager to take on new challenges, we want to hear from you!