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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Delivery Advisor (Back To Business IT) - **Company:** The Greentree Group - **Location:** Beavercreek, OH, United States - **Experience:** Experienced - **Salary:** $70,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Software Documentation, Office365 - **Published:** August 20, 2026 - **Apply:** https://www.juju.com/job/00000000gnxa3d ## About the Role + 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. ## Description 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. ## Related Videos - [Humanizing Your Documentation](https://www.wearedevelopers.com/videos/476-humanizing-your-documentation) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Why Is Software Documentation Still Static – And Why Modern Browsers Deserve Better](https://www.wearedevelopers.com/videos/2054-why-is-software-documentation-still-static-and-why-modern-browsers-deserve-better) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [You’re a great coder? That alone won’t get you far: The soft skills secret in IT success](https://www.wearedevelopers.com/videos/1076-you-re-a-great-coder-that-alone-won-t-get-you-far-the-soft-skills-secret-in-it-success) - [Coffee with Developers - CODE100 Manchester challenger Gbenga Oladipupo](https://www.wearedevelopers.com/videos/894-coffee-with-developers-code100-manchester-challenger-gbenga-oladipupo) ## Related Articles - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)