Service Delivery Manager

Description

• Acting as the central point-of-contact within Anthology Customer Services for a small set of customers and maintaining day-to-day knowledge of all plans, activities, and status of projects and issues involving customers’ hosted environment 
• Troubleshooting product and managed hosting environment issues to determine the problem root-cause(s); issuing workarounds and solutions
• Managing cases via daily queue and workload management and handling escalations
• Liaising with internal teams who deploy, configure, and maintain customer environments within Managed Hosting 
• Conducting systems audit and analysis on the performance of the customer’s Managed Hosting environment
• Providing second level support and escalating software defects to Product Development
• Focusing on delivering a positive customer experience by actively supporting the customer and keeping them up to date throughout the lifecycle of the case
• Undertaking technical and departmental projects as assigned
• Maintaining and driving strong process and policy adherence
• Coordinating and facilitating regularly scheduled project and status update meetings with customers
• Developing detailed planning including Escalation process, Operations Handbook, Infrastructure test and implementation plans  
• Documenting and providing monthly reports to customers on infrastructure design, hardware inventory, monitoring and management infrastructure, change management logs and other relevant materials 
• Providing timely and detailed reports of infrastructure changes, service outages, or degradation of services; issuing resolution reports   

• Fluency in written and spoken English at CEF B2 level or above
• Strong knowledge of Linux
• 2-5 years of product/project management responsibility envisioning and defining new products and features
• Quality conscious with attention to detail in documenting, handling, and tracking technical issues
• Trained in product and/or project management best practices and procedures
• Understanding of Internet application technologies including HTML, XML, SQL, Java, Internet protocols, networking, firewalls, Apache web server configurations and security
• Excellent interpersonal communication skills 
• Strong, self-motivated team player who excels in customer service 
• Professional demeanor with ability to establish and maintain effective business and customer relationships
• Demonstrated ability to lead a technical team and manage multiple resources in a high-interrupt environment   

• Bachelor’s degree in Computer Science or Information Systems
• PMP and ITIL or equivalent certification
• 3 or more years of experience in technical support of applications in a Linux environment
• Knowledge of online Learning Management Systems
• Experience managing customers in a hosted environment