Service Delivery Manager

Service Delivery Manager, Blackboard
Hybrid Remote - Brno, Czech Republic

 
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.

Serving as a key escalation point for team members and internal and external customers, the Service Delivery Manager must be professional, self-starting, and strive for consistent results.

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 customer stakeholders and various Anthology departments as needed
• Maintaining and driving strong process and policy adherence
• Coordinating and facilitating regularly scheduled project and status update meetings with customers
• 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 version upgrades
• Interfacing with Anthology consulting, product development, support teams and customer management
• Developing detailed planning including Escalation process, Operations Handbook, Infrastructure test and implementation plans.
• Providing timely and detailed reports of infrastructure changes, service outages, or degradation of services; issuing resolution reports.

The Candidate:

Required skills/qualifications:

• Bachelor's degree, preferably in Computer Science or Information Systems, or relevant experience
• 2-5 years of relevant experience 
• Sharp problem-solving, analytical, and innovation skills 
• Ability to maintain composure under pressure
• Quality-conscious with strong attention to detail in documenting, handling, tracking technical issues 
• 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
• An understanding of Internet application technologies including HTML, JSON, SQL, Java, Internet protocols, networking, firewalls, web server configurations, and security 
• Knowledge and understanding of online Learning Management Systems
• PMP/ITIL or equivalent certification
• Experience managing customers in a hosted environment
• Executive/Senior Management communication experience

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.