Service Delivery Manager
Job Summary
Job Description
The Service Delivery Manager is responsible for coordinating the delivery of Blackboard Application Administration services to customers. This person must be customer service focused, work well in teams, identify and resolve service delivery issues, provide daily/weekly updates on current tasks, and escalate risks and issues as needed. Primary responsibilities include serving as the primary customer contact, understanding customer objectives, facilitating communication, providing day-to-day Blackboard system administration tasks, and providing escalated support to end users. They will also assist customers with strategic decisions, translate concepts into requirements, and participate in meetings to make Blackboard-related decisions. Additionally, they will develop and implement plans for testing, evaluate releases, and monitor updates on application hotfixes and upgrades. They are also responsible for interfacing with internal teams.
Must have:
- Bachelor’s degree
- 5+ years experience in system administration related to Blackboard
- Ability to maintain composure under pressure
- Good communication and documentation skills
- Self-motivated and detail-oriented
- Strong knowledge of instructional design principles
- Experience in project management
- Recent experience in Quality Assurance processes
- Knowledge of standards and their implementation
- Knowledge of web accessibility requirements
- Fluency in written and spoken English
Good to have:
- Business Analyst experience
- Executive/Senior Management communication experience
- Consulting experience
- Teaching experience in education and government setting
4 skills required
Job Details
Service Delivery Manager
Location: Colombia
Location: 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 Service Delivery Manager is responsible for coordinating the delivery of Blackboard Application Administration services to customers. This person must be customer service focused, work well in teams, identify and resolve service delivery issues, provide daily/weekly updates on current tasks, and escalate risks and issues as needed.
Primary responsibilities will include:
- Serving as the primary customer contact relative to service delivery needs and management
- Understanding customer objectives then setting and managing expectations relative to service delivery and actions required to meet objectives
- Facilitating and coordinating communication between various customer stakeholders
- Facilitating and coordinating communication between customer stakeholders and various Anthology departments as needed
- Providing day-to-day Blackboard system GUI administration tasks such as:
- Building Block setting management
- Create and Manage Users, Roles, and Privileges
- Create and Manage Courses, Catalogs, and Terms
- Create and Manage Enrollments
- Manage System-wide Tools and Utilities such as
- Tool Settings
- My Blackboard Settings
- Achievements
- Enterprise Surveys
- Notification Management
- Goals Management and Reporting
- Creating and assigning Goals, Sub-Goals, and Categories for Standards Alignments
- Running System, Course, and Student Activity Reports
- Manage Community Settings, Users and Branding
- Manage Blackboard Content System
- Manage Blackboard Outcomes System
- Providing escalated support to end users, assuming that there is a first-tier end user help desk process in place (i.e. Anthology Student Success which is a core part of the customer solution)
- Assisting customer in making strategic decisions in changes to the system, additional functionality, interfaces, changes in configuration, etc.
- Assisting business owners in translating concepts to written requirement
- Participating in customer meetings to help make Blackboard-related decisions
- Developing, coordinating, and implementing plans to test processes during system/process development including quality assurance testing
- Evaluating upcoming releases and recommending new features and functionality
- Monitoring and sharing updates on application hotfixes, patches, and version upgrades
- Interfacing with Anthology consulting, product development, support teams and customer management
The Candidate:
Required skills/qualifications:
- Bachelor’s degree
- Minimum 5 years of experience in system administrator role relating to Blackboard or equivalent experience
- Ability to maintain composure under pressure
- Good interpersonal, written, oral communication skills and technical documentation skills
- Self-motivated and self-directed with keen attention to detail
- Strong knowledge of instructional design principles, practices, and theories
- Experience in timeline and project management and/or implementation of business and functional requirements
- Recent experience in Quality Assurance (QA) processes and practices
- Knowledge of standards (i.e., IMS, SCORM, LTI) and their implementation
- Knowledge of web accessibility requirements
- Fluency in written and spoken English at CEF B2 level or above
Preferred skills/qualifications:
- Business Analyst experience
- Executive/Senior Management communication experience
- Consulting experience
- Teaching experience in education and government setting
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.
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