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Service Delivery Manager

Bogota, Colombia (Remote)

Service Delivery Manager

2 Days ago • 2-5 Years

About the job

Summary_{By Outscal}

This role requires a skilled Service Delivery Manager with 2+ years of experience in product/project management. You'll be responsible for managing customer relationships, troubleshooting technical issues, and ensuring excellent service delivery within a Linux environment. Strong communication and problem-solving skills are essential.

Description

Service Delivery Manager

Remote - Colombia

*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*

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 Anthology Customer Services team has a proven track record of delivering exceptional services to hundreds of customers around the globe. As Service Delivery Manager, you will be a dedicated relationship manager with several elite customers and provide superior level of customer support, project management, communication, and documentation to the set of customers. This is a unique and exciting opportunity for a Project Manager with technical and customer support experience to contribute to a rapidly expanding technical organization.

Your responsibilities in this role will fall under the objective of facilitating the current standards, as well as constantly improving management, communication, and documentation within our Managed Hosting Services organization. 

Specific responsibilities will include:  

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

The Candidate:

Required skills/qualifications:

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

Preferred skills/qualifications:

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

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.