FNTS Service Delivery Associate

Service Delivery Associate

As a nationally recognized Cloud Service Provider, FNTS has a proven history guiding our customers through their cloud journey. FNTS has a passion for all things multi-cloud and provides flexible cloud solutions, with a continued focus on orchestrating agility, transparency and IT optimization for our customers, all while keeping cost containment top-of-mind. With an elevated security posture consisting of layered security solutions, FNTS specializes in partnering with customers in highly regulated and compliance-driven industries.

Our culture and our employees are the heart of our story and we're committed to their success Please see below the details of this career opportunity and how it fits into our organization's success.

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