Delivery Support Specialist

• Ensure efficient and smooth day-to-day operations of the delivery team processes and projects.
• Work closely with multiple Team Leads, Solutions Consultants, and business units to schedule, coordinate, and help progress opportunities.
• Collaborate with Inside Sales and Accounts Receivable (AR) departments to monitor the business unit service intake boards and new delivery service engagements.
• Monitor and respond to requests for presales support and work with the delivery team to assign resources.
• Provide scheduling and collaboration support.
• Quote services sold/supported by business units, where appropriate.
• Ensure accurate margin, pricing, and descriptions of product when quoting to clients.
• Monitor contract and license expiration dates sold/supported by delivery service team and coordinate with Sales to facilitate timely renewals, cancellations or service modifications.
• Create Statements of Work (SOW) that fit established guidelines and provide specialized support for SOWs needing customization or deeper technical scoping.
• Assist Business Unit Leaders with quoting, opportunity analysis and forecasting to improve resource scheduling and project planning.
• Troubleshoot billing errors and ensure accurate client-facing credits and/or rebills with AR Team, as needed.
• Support accounting on service agreement setup and invoicing.
• Review accounting agreements for accuracy, where appropriate.
• Collaborate effectively with colleagues in Sales, Finance, and other business units.
• Provide innovative ideas on sales support process improvements and development of services.
• Assist with marketing activities and special projects as defined by the Operations Manager.
• Perform and support activities related to business-unit-specific processes.
• Monitor weekly business unit timesheets for timely submission and accuracy.

• 2+ years of administrative and/or office support experience including scheduling, planning, etc.
• 1+ years of experience utilizing a ticketing or service management platform to manage scheduling, assign tasks, monitor work progress, produce reports, and support operational research.
• Bachelor's Degree or equivalent experience
• Proficiency in the use of Microsoft products including Outlook, Word, Excel, and Power Point
• Effective communication skills for collaborating across teams and supporting operational alignment.

Demonstrates strong operational support capabilities, including scheduling, quoting, and resource management, while effectively collaborating with cross-functional teams to enhance service delivery and process improvements.

• Scheduling
• Quoting Services
• Service Management Platform
• Microsoft Office Suite
• Effective Communication

• Administrative Support
• Project Planning
• Opportunity Analysis
• Billing Troubleshooting
• Statement of Work Creation

• Collaboration
• Innovative Thinking

• Operational Alignment
• Business Unit Processes
• Service Agreement Setup

• Ticketing System
• Service Management Platform