Service Delivery Manager - Remote

Overview

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.

In Short

• Serving as the primary customer contact relative to service delivery needs and management
• Understanding customer objectives and managing expectations
• Facilitating communication between customer stakeholders and Anthology departments
• Providing day-to-day Blackboard system GUI administration tasks
• Assisting customers in strategic decisions regarding system changes
• Participating in customer meetings for Blackboard-related decisions
• Developing and implementing plans for testing processes
• Monitoring application updates and sharing information
• Providing escalated support to end users
• Evaluating upcoming releases and recommending new features

Requirements

• Bachelor’s degree
• Minimum 5 years of experience in system administration related to Blackboard
• Ability to maintain composure under pressure
• Good interpersonal, written, and oral communication skills
• Self-motivated with keen attention to detail
• Strong knowledge of instructional design principles
• Experience in project management and implementation
• Knowledge of QA processes and practices
• Fluency in written and spoken English at CEF B2 level or above
• Knowledge of web accessibility requirements

Benefits

• Diverse and inclusive workforce
• Opportunities for professional growth
• Supportive work environment
• Empowerment through innovation
• Collaboration with various departments