Manager, Service Delivery

Manager, Service Delivery

Remote - United States

The Opportunity: 

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com. 

The Manager of Service Delivery, Americas is responsible for leading a team of Service Delivery Managers as well as managing/sponsoring strategic Anthology customers. The Manager of Service Delivery oversees daily components of team operations including employee growth and mentoring, effective and timely customer communication, key performance metrics, department goals and objectives, and, most importantly, customer delight. This position works closely with Anthology Professional Services, Development, Cloud, Product Management, Sales, and Customer Experience teams located throughout the world, ensuring the highest level of customer satisfaction is delivered.

Serving as a key escalation point for team members and internal and external customers, the Manager of Service Delivery must be professional, self-starting, and strive for consistent results.

Primary responsibilities will include:

• Driving customer delight in the services provided to Anthology customers by all team members (Service Delivery Managers)
• Overseeing customer assignments/allocation per Service Delivery Manager to ensure maximum customer focus and success
• Engaging with customers in multiple geographies including government
• Promoting an environment of employee/team/department engagement and satisfaction
• Managing, sponsoring, and building ongoing strategic customer relationships where required
• Communicating with Anthology customers regularly to get feedback on delivery of services
• Communicating effectively at all levels within an organization, including the C-suite
• Developing and maintaining departmental methods and standard operating procedures
• Monitoring and reporting on team performance and customer engagement through delivery of Quarterly Operational Reviews
• Following and promoting published escalation procedures across Anthology
• Hiring and training new team members, which requires coordination with global leaders and team members
• Conducting regular meetings with team members, individually and as a team, to review escalations and ongoing issues, customer concerns, and business topics
• Conducting employee reviews and establishing measurable goals to be attained monthly, quarterly, and annually

The Candidate:

Required skills/qualifications:

• Bachelor’s degree in a related field of study
• 4-6 years of experience in technical/enterprise/cloud-based software team management/supervision
• Effective communicator – written and oral, for varied constituent groups
• Ability to listen and make fact-based accurate decisions
• Demonstrates excellent follow-through on activities and assignments; requires minimal supervision and can provide updates and reports without additional assistance or direction
• Must be able to work with little direction, be self-starting and work in an organized manner
• Display acute problem-solving ability coupled with good judgment and decision-making ability
• Must be able to handle a fast-paced interrupt-driven environment and demonstrate patience and determination
• Must be flexible to work extra hours when needed and may involve participation in after-hours meetings
• Travel may be required, minimally, as needed 
• Fluency in written and spoken English

Preferred skills/qualifications:

• Microsoft applications and tools, knowledge of Azure and AWS     

Pay range is $86,000 - $120,000/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.