Service Delivery Manager

1 Month ago • 5 Years +

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

4 skills required for this role

Add these skills to join the top 1% applicants for this job

communication

business-analysis

innovation

quality-control

Job Details

Service Delivery Manager
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.

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.