Service Delivery

Service Delivery, Staff Job Requisition 

Service Delivery accurately and efficiently delivers Blackbaud services with increased value to our customers. Service Delivery focuses on effective delivery of our customers’ requirements, management of processes and building robust customer relationships. 

As a successful Service Delivery team member, you will specialize in working on cases, operations requests and various projects while providing professional, courteous and efficient services. Working in a structured, fast-paced team environment, you'll need to assist in prioritizing customer requests and troubleshooting issues, as well as maintaining open communication with various teams. 

Primary Skills 
 

• Ability to manage a high volume of service activity 

• Perform service tasks with efficiency and high quality 

• Prioritize tasks in a fast-paced environment to meet service level agreements (SLAs) 

• Document information clearly, accurately and promptly 

• Strong organizational skills with attention to detail 

Competencies 
 

• Develops and maintains good working relationships with others. Engages others in active, open and productive dialogue. Relates well to others and builds rapport inside and outside of the organization. Resolves conflicts with strength, tact and diplomacy. Timely in communication and listens well. 

• Works effectively in situations involving uncertainty or lack of information and responds flexibly to change. Ability to modify and shift behavior as situations or objectives evolve. Accepts and embraces shifts in job or organizational structures. 

• Continually focuses on achieving positive, concrete results contributing to Blackbaud’s business success. Exhibits commitments to goals and consistently delivers results. Demonstrates personal initiative and independent motivation to achieve goals and objectives. 

• Writes, speaks and presents information effectively and persuasively across communication settings. Ability to present in various group settings with or without the use of technology. Exhibits composure while in the spotlight. Conveys information eloquently. Knows how to effectively connect with a variety of audiences. 

• Maintains a constructive and composed focus in facing and overcoming tough situations. Functions well under stress and undaunted by obstacles. Accepts pressure, exhibits self-control and maintains perspective in tense situations. 

• Gathers and analyzes information and uses it to develop effective solutions to difficult problems or situations. Devises workable solutions or consults with secondary resources to devise solutions. Proactively implements fixes and changes as needed to keep small problems from becoming big problems. 

• Investigates and takes action to meet customers’ current and future needs. Gives customer needs priority and responds quickly to customer concerns. Builds positive and fruitful customer relationships. 

Requirements 
 

• 2+ years of experience in customer service, service delivery, operations support, technical support, or a related customer-facing environment.

• Knowledge of case management, service request processing, and customer support best practices, including working within service level agreements.

• Understanding of customer relationship management principles and operational processes that support customer retention and service quality.
   

• Experience analyzing information, troubleshooting issues, identifying solutions, and driving tasks through successful resolution in a fast-paced environment.
   

• Advanced English communication skills with strong written documentation abilities, exceptional attention to detail, and proficiency using business systems, customer support platforms, and productivity tools.
   

• Ability to work a schedule aligned with U.S. business hours, generally 9:00 AM–5:00 PM EST, with availability for customer-facing engagements during that time