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 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 andmanagementUnderstandingcustomer objectives then settingand managingexpectations relative to service delivery and actions required to meetobjectivesFacilitatingand coordinatingcommunication between variouscustomer stakeholdersFacilitatingand coordinatingcommunication betweencustomer stakeholders and various Anthology departments as neededProviding day-to-day Blackboard system GUI administration tasks such as:Building Block settingmanagementCreate and Manage Users, Roles, and PrivilegesCreate and Manage Courses, Catalogs, and TermsCreate and Manage EnrollmentsManage System-wide Tools and Utilities such asTool SettingsMy Blackboard SettingsAchievementsEnterprise SurveysNotification ManagementGoals Management and ReportingCreating and assigning Goals, Sub-Goals, and Categories for Standards AlignmentsRunning System, Course, and Student Activity ReportsManage Community Settings, Users and BrandingManage Blackboard Content SystemManage Blackboard Outcomes SystemProviding 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 requirementParticipating in customer meetings to help make Blackboard-relateddecisionsDeveloping, coordinating, and implementingplans to test processes during system/process development including quality assurancetestingEvaluatingupcoming releases and recommendingnew features and functionalityMonitoring and sharing updates onapplication hotfixes, patches, and version upgradesInterfacing withAnthologyconsulting, product development, support teams and customer managementThe Candidate: Required skills/qualifications: Bachelor's degreeMinimum 5 years of experience in system administrator role relating toBlackboard or equivalentexperienceAbility to maintain composure underpressureGood interpersonal, written, oral communication skills and technical documentationskillsSelf-motivated and self-directed with keen attention todetailStrong knowledge of instructional design principles, practices, and theoriesExperience in timeline and project management and/or implementation of business and functional requirementsRecent experience in Quality Assurance (QA) processes and practicesKnowledge of standards (i.e., IMS, SCORM, LTI) and their implementationKnowledge of web accessibility requirementsFluency in written and spoken English at CEF B2 level or abovePreferredskills/qualifications: Business Analyst experienceExecutive/Senior Management communication experienceConsulting experienceTeaching experience in education and government settingThis 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