Service Delivery Manager

Description

• 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  

• 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

• 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