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 aboutAnthologyandourcareer opportunities, please visit www.anthology.com . The Service Delivery Manager is responsible for coordinating the delivery ofBlackboard Application Administration services tocustomers.This person must becustomer service focused, work well in teams,identifyand resolve service delivery issues, provide daily/weekly updates on current tasks, and escalate risks and issues as needed. Primaryresponsibilitieswill include: Servingas the primarycustomer contact relative to service delivery needs andmanagement Understandingcustomer objectives then settingand managingexpectations relative to service delivery and actions required to meetobjectives Facilitatingand coordinatingcommunication between variouscustomer stakeholders Facilitatingand coordinatingcommunication betweencustomer stakeholders and various Anthology departments as needed Providing day-to-day Blackboard system GUI administration tasks such as: Building Block settingmanagement 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 afirst-tierend user help desk process in place (i.e.Anthology Student Success which is a core part of the customer solution) Assistingcustomer in making strategic decisions in changes to the system, additional functionality, interfaces, changes in configuration,etc. Assistingbusiness owners in translating concepts to written requirement Participating in customer meetings to help make Blackboard-relateddecisions Developing, coordinating, and implementingplans to test processes during system/process development including quality assurancetesting Evaluatingupcoming releases and recommendingnew features and functionality Monitoring and sharing updates onapplication hotfixes, patches, and version upgrades Interfacing withAnthologyconsulting, 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 toBlackboard or equivalentexperience Ability to maintain composure underpressure Good interpersonal, written, oral communication skills and technical documentationskills Self-motivated and self-directed with keen attention todetail 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 Preferredskills/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. #J-18808-Ljbffr