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Service Delivery Manager

Karnataka, India (On-site)

Service Delivery Manager

1 Day ago • 2-5 Years • Product Management

About the job

Summary

As a Service Delivery Manager at Anthology, you'll be the primary point of contact for elite Managed Hosting customers. Responsibilities include managing projects, troubleshooting issues in Blackboard SaaS environments, coordinating meetings, liaising with internal teams, and ensuring optimal performance and scalability of customer infrastructure. You will focus on delivering a positive customer experience, providing timely reports, and maintaining strong process adherence. This role requires strong communication, problem-solving, and project management skills, along with experience in SaaS environments and a deep understanding of internet application technologies.

10 skills required for this role

Test your skills to join the top 1% applicants for this job

java

html

sql

json

team-player

scalability

innovation

networking

saas-business-models

organisational-skills

Must have:

Project management experience
SaaS environment knowledge
Problem-solving and analytical skills
Excellent communication skills
Customer service orientation

Good to have:

PMP/ITIL certification
Experience with LMS
Knowledge of HTML, JSON, SQL, Java

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Description

Service Delivery Manager

Bangalore, India

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.

As Service Delivery Manager, you will be a dedicated relationship manager with several elite Anthology Managed Hosting customers and provide a superior level of customer support, project management, communication, and documentation to the set of customers. You will facilitate the current standards, and constantly improve management, communication, and documentation within Anthology’s Managed Hosting Services organization.

Primary responsibilities will include:

Maintaining day-to-day knowledge of all plans, activities, and status of projects and issues involving customers’ Blackboard SaaS environment
Coordinating and facilitating regularly scheduled project and status update meetings with customers
Troubleshooting product and SaaS environment issues to determine root cause and implement solutions/workarounds 
Serving as liaison with internal teams who deploy, configure, and maintain customer environments within Managed Hosting and SaaS environments
Planning, coordinating, and managing projects involving customer’s infrastructure for scalability, optimal performance, and growth in coordination with customers and all elements within Anthology (Blackboard, Mobile)
Focusing on delivering a positive customer experience by actively supporting the customer and keeping them up to date throughout the lifecycle of support cases
Providing customer with deliverables including information regarding Escalation process, Operations handbook, Infrastructure changes, Monthly Reports and Meeting Minutes
Providing timely and detailed reports of infrastructure changes, service outages, or degradation of services, and issuing resolution reports 
Maintaining and driving strong process and policy adherence

The Candidate: 

Required skills/qualifications:

Bachelor's degree, preferably in Computer Science or Information Systems
2-5 years of project management responsibility planning, executing, monitoring, controlling, and closing projects
Sharp problem-solving, analytical, and innovation skills 
Quality-conscious with strong attention to detail in documenting, handling, tracking technical issues 
An understanding of Internet application technologies including HTML, JSON, SQL, Java, Internet protocols, networking, firewalls, web server configurations, and security 
Excellent interpersonal communication skills; ability to translate complex ideas into simple language for non-technical audiences
Excellent written communication skills and organizational skills 
Strong, self-driven team player who excels in Customer Service and understands the “customer first” philosophy 
Ability to lead a technical team and manage multiple resources in a high-interrupt environment 
Professional demeanor and ability to establish and maintain effective business and client relationships  
Strong leadership and project management skills, ability to drive projects from inception to completion 
Familiarity with product and/or project management best practices and procedures
Fluency in written and spoken English

Preferred skills/qualifications:

Experience in technical support of applications, specifically within SaaS environments
Knowledge and understanding of online Learning Management Systems
PMP/ITIL or equivalent certification
Experience managing clients in a SaaS 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.

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About The Company

Anthology Inc

55 Active Jobs

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Millions of students around the world are supported throughout their education journey via Anthology’s ecosystem of flagship SaaS solutions and supporting services, including the award-winning Blackboard® (LMS), Anthology® Student (SIS/ERP), and Anthology® Reach (CRM). Through the Power of Together, we are uniquely inspiring educators and institutions with innovation that is meaningful, simple and intelligent to help customers redefine what’s possible and create life-changing opportunities for people everywhere. www.anthology.com.