Service Delivery Manager

hace 2 días


Bogota, Colombia Anthology, Inc. A tiempo completo

**Service Delivery Manager**

**Bogota, Colombia**

**ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED**

**The Opportunity**:
Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

The Anthology Services team has a proven track record of delivering exceptional services to hundreds of clients around the globe. As Service Delivery Manager, you will be a dedicated relationship manager with several elite clients and provide superior level of client support, project management, communication, and documentation to the set of clients. This is a unique and exciting opportunity for a Project Manager with technical and client support experience to contribute to a rapidly expanding technical organization.

Your responsibilities in this role will fall under the objective of facilitating the current standards, as well as constantly improving management, communication, and documentation within our Managed Hosting Services organization.

Specific responsibilities will include:

- Acting as the central point-of-contact within Anthology Services for a small set of clients and maintaining day-to-day knowledge of all plans, activities, and status of projects and issues involving clients’ hosted environment
- Troubleshooting product and managed hosting environment issues to determine the problem root-cause(s); issuing workarounds and solutions
- Managing cases via daily queue and workload management and handling escalations
- Liaising with internal teams who deploy, configure, and maintain client environments within Managed Hosting
- Conducting systems audit and analysis on the performance of the client’s Managed Hosting environment
- Providing second level support and escalating software defects to Product Development
- Focusing on delivering a positive client experience by actively supporting the client and keeping them up to date throughout the lifecycle of the case
- Undertaking technical and departmental projects as assigned
- Maintaining and driving strong process and policy adherence
- Coordinating and facilitating regularly scheduled project and status update meetings with clients
- Developing detailed planning including Escalation process, Operations Handbook, Infrastructure test and implementation plans
- Documenting and providing monthly reports to clients on infrastructure design, hardware inventory, monitoring and management infrastructure, change management logs and other relevant materials
- Providing timely and detailed reports of infrastructure changes, service outages, or degradation of services; issuing resolution reports
- Required skills_
- /qualifications_
- :_
- Fluency in written and spoken English at CEF B2 level or above
- Strong knowledge of Linux
- 3+ years of product/project management responsibility envisioning and defining new products and features
- Quality conscious with attention to detail in documenting, handling, and tracking technical issues
- Trained in product and/or project management best practices and procedures
- Excellent interpersonal communication skills
- Strong, self-motivated team player who excels in customer service
- Professional demeanor with ability to establish and maintain effective business and client relationships
- Demonstrated ability to lead a technical team and manage multiple resources in a high-interrupt environment
- Preferred skills_
- /qualifications_
- :_
- Bachelor’s degree in Computer Science or Information Systems
- PMP and ITIL or equivalent certification
- Knowledge of online Learning Management Systems
- Experience managing clients in a hosted environment

**The Office**:
We have an office located in Bogota, Colombia as a hub for the LAC market.
***
- Located in Capital Towers center in the financial district
- Excellent and secure area to eat lunch, have a walk, or dine after office hours
- Benefits in prepaid medicine, dental plan, and wellness allowance
- Easy access to public transportation close to two important avenues, Carrera 7 and Calle 100
- Free parking for employees and paid parking for visitors
- Multiple private spaces for virtual and face-to-face meetings
- Regular events like bring your dog to work day and ping-pong, foosball, and Mario Kart tournaments
- Sodexo card provided for employees
- Daily budget to spend on beverage vending machines
- Learn more about the Bogota office culture by checking out our Facebook page
- Option for remote work during the COVID-19 pandemic

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities tha



  • Bogota, Colombia GM Financial A tiempo completo

    Overview: **Responsibilities**: - Work with relevant Release Manager(s) to ensure defect & bug fixes, non-functional system changes, patches and upgrades are prioritized and planned into block releases and deployed in an efficient and timely manner. - Review all Changes and Releases ready for approval into Pre production and then to Production - Take part...

  • Service Delivery Manager

    hace 22 horas


    Bogota, Colombia Percona A tiempo completo

    Does the ability to positively impact the product strategy and direction at the support and functional level of a highly reputable technical services organization excite you? Are you an evangelist for Customer First? Our customers love us, and as a Service Delivery Manager (SDM) at Percona, you have the opportunity to be the voice of the customer and ensure...


  • Bogota, Colombia Oracle A tiempo completo

    Service Delivery Manager (Banking and Financial Services)-22000DH4 **Applicants are required to read, write, and speak the following languages***: English **Preferred Qualifications** **Service Delivery Manager** Oracle Financial Services Global Business Unit (FSGBU) is a world leader in providing IT solutions to the Financial Services industry....


  • Bogota, Colombia Philips A tiempo completo

    **Job Title**: Service Delivery Manager Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow. But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique...


  • Bogota, Colombia Sutherland A tiempo completo

    At Sutherland, we are committed in building a dynamic work environment that is meaningful and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals, and we are looking to add a Service Excellence Manager who will be responsible for process improvements to reduce variation and waste. If you are interested in a global...

  • Regional Service Manager

    hace 22 horas


    Bogota, Colombia Citi A tiempo completo

    Responsible for a complex and top-revenue High Intensity Clients portfolio acting as their advocate and owning the client experience relationship end to end. Simplify the client experience and eliminate delays by taking ownership of cross-regional and cross-functional issues, navigating the regional and global organization, and mobilizing the appropriate...

  • Service Account Manager

    hace 1 semana


    Bogota, Colombia AXA A tiempo completo

    **Service Account Manager - Latin America** **(**2200035M**)** **PRIMARY LOCATION**: COLOMBIA-BOGOTA CAPITAL DISTRICT-BOGOTA **ORGANIZATION**: AXA Partners - AP Services & Assistance **CONTRACT TYPE**: Regular **SHIFT**: Day Job SCHEDULE**: Full-time **DESCRIPTION** **About the role**: Responsible for the oversight and management of the servicing aspects...


  • Bogota, Colombia Johnson & Johnson A tiempo completo

    Johnson & Johnson is currently recruiting a Global Service Management, Manager (New Consumer Health Company). This position may be located in the Philippines, US, Prague, Bogota, and Cali Columbia. Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science bringing...


  • Bogota, Colombia BT A tiempo completo

    **TITLE: Regional Delivery Specialist (RDS)** **Location: Colombia** **Career Level E** **Hiring Manager Kari,B,Birgit,JSDA R** **Talent Acquisition contact name Israel Paniagua** *** **Why BT?** We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as...


  • Bogota, Colombia SAP A tiempo completo

    **We help the world run better** **ABOUT THE TEAM** Join our customer management team in Enterprise Cloud Services (ECS), the largest private cloud service provider in the world, serving customers in the LAC North Market Unit. Our passion is to give our customers the best service quality and achieve highest customer satisfaction ratings. We serve customers...


  • Bogota, Colombia Radware Bot Manager A tiempo completo

    Technical Account Manager - (2400001S) The Technical Account Manager will be responsible for the customers in North America and their activities related to the managed services. The technical account manager will represent the customer inside Radware and will act as the focal point and escalation manager. This position will work in front of customers to...


  • Bogota, Colombia SAP A tiempo completo

    **We help the world run better** **ABOUT THE TEAM** The Client Delivery Manager (CDM) serves as primary point of contact for SAP Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4HANA private cloud edition, S/4HANA Cloud extended Edition, HANA Enterprise Cloud advanced Edition and Cloud Application Services...


  • Bogota, Colombia Citi A tiempo completo

    The Customer Service Senior Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support to...

  • Customer Service Manager

    hace 1 semana


    Bogota, Colombia Udalenno A tiempo completo

    We are a German accommodation company which is specialised in offering accommodations of various sizes in different locations. Our aim is provide our clients with a home in a strange city and make their staying the most comfortable. We want our guests to enjoy their trip without any hassle and rely on the high-quality services provided by us. At this point...


  • Bogota, Colombia Workling A tiempo completo

    **Overview of the Role**: We are looking for a Service Delivery Manager to work on a variety of projects made up of multicultural teams spread all over the globe. We are seeking proactive, dynamic people with great organizational abilities used to multitask, and with strong attention to detail. This is an incredible chance to be a key member of our Product...


  • Bogota, Colombia Inchcape Digital A tiempo completo

    **Service Transition Manager’s primary focus is to**: - Protect the services in production - To provide DDC readiness for newly introduced or changed IT Services - Support the Deployments - Using an integrated approach with Projects, aligned to project delivery objectives and phases - Sustainable Quality - To drive functional and service quality to...


  • Bogota, Colombia Johnson & Johnson A tiempo completo

    Diversity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years. Regardless of your race, belief, sexual orientation, religion or any other trait, YOU are welcome in all open positions at the largest...


  • Bogota, Colombia Citi A tiempo completo

    The Service Manager is an intermediate management position responsible for providing full leadership and direction to a Customer Service team that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations. **POSITION OBJECTIVE**: Responsible for...

  • Delivery Director

    hace 2 días


    Bogota, Colombia Rappi A tiempo completo

    ¡Oye, es hora de que te unas a nosotros para mostrarle al mundo que somos la empresa que está cambiando paradigmas, donde revolucionamos las horas, los minutos y los segundos! ¿Quieres saber por qué Rappi? - ️ VEMOS OPORTUNIDADES donde otros ven problemas; - ️ VEMOS CERCANIA donde otros ven distancia; - ️ VEMOS ADRENALINA donde otros ven...


  • Bogota, Colombia Centro de Contacto Consultores S.A.S. CEDECON A tiempo completo

    Descripción de la oferta - The Onsite IT Engineer is responsible for maintaining the smooth functioning of the IT structure (programmes, computers, peripheral devices, communication equipment, local networks, etc.) operating under its charge, guaranteeing and controlling the correct functioning of the systems and providing support to the user of each...