Anthology Careers

Description

Service Delivery Manager

Bangalore, India

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.

As Service Delivery Manager, you will be a dedicated relationship manager with several elite Anthology Managed Hosting customers and provide a superior level of customer support, project management, communication, and documentation to the set of customers. You will facilitate the current standards, and constantly improve management, communication, and documentation within Anthology’s Managed Hosting Services organization. 

Primary responsibilities will include:

• 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 

The Candidate: 

Required skills/qualifications:

• 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

Preferred skills/qualifications:

• 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 

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.