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Service Delivery Manager

hace 2 meses

Bogotá, Bogotá D.E., Colombia Anthology Inc A tiempo completo
About the Role

We are seeking a highly skilled Service Delivery Manager to join our Technical Operations team at Anthology Inc. As a Service Delivery Manager, you will be responsible for delivering exceptional customer service and support to our elite customers.

Key Responsibilities
  1. Customer Support: Act as the central point-of-contact for a small set of customers, maintaining day-to-day knowledge of all plans, activities, and status of projects and issues involving customers' hosted environment.
  2. Troubleshooting: Troubleshoot product and managed hosting environment issues to determine the problem root-cause(s); issue workarounds and solutions.
  3. Case Management: Manage cases via daily queue and workload management and handle escalations.
  4. Internal Collaboration: Liaise with internal teams who deploy, configure, and maintain customer environments within Managed Hosting.
  5. Systems Audit: Conduct systems audit and analysis on the performance of the customer's Managed Hosting environment.
  6. Second-Level Support: Provide second-level support and escalate software defects to Product Development.
  7. Customer Experience: Focus on delivering a positive customer experience by actively supporting the customer and keeping them up to date throughout the lifecycle of the case.
  8. Project Management: Undertake technical and departmental projects as assigned.
  9. Process Adherence: Maintain and drive strong process and policy adherence.
  10. Communication: Coordinate and facilitate regularly scheduled project and status update meetings with customers.
  11. Reporting: Develop detailed planning including Escalation process, Operations Handbook, Infrastructure test and implementation plans.
  12. Documentation: Document and provide monthly reports to customers on infrastructure design, hardware inventory, monitoring and management infrastructure, change management logs and other relevant materials.
Requirements
  1. Language Skills: Fluency in written and spoken English at CEF B2 level or above.
  2. Technical Knowledge: Strong knowledge of Linux.
  3. Experience: 2-5 years of product/project management responsibility envisioning and defining new products and features.
  4. Attention to Detail: Quality conscious with attention to detail in documenting, handling, and tracking technical issues.
  5. Training: Trained in product and/or project management best practices and procedures.
  6. Understanding of Internet Technologies: Understanding of Internet application technologies including HTML, XML, SQL, Java, Internet protocols, networking, firewalls, Apache web server configurations and security.
  7. Interpersonal Skills: Excellent interpersonal communication skills.
  8. Team Player: Strong, self-motivated team player who excels in customer service.
  9. Professional Demeanor: Professional demeanor with ability to establish and maintain effective business and customer relationships.
  10. Leadership: Demonstrated ability to lead a technical team and manage multiple resources in a high-interrupt environment.
Preferred Qualifications
  1. Education: Bachelor's degree in Computer Science or Information Systems.
  2. Certifications: PMP and ITIL or equivalent certification.
  3. Experience in Linux Environment: 3 or more years of experience in technical support of applications in a Linux environment.
  4. Knowledge of Online Learning Management Systems: Knowledge of online Learning Management Systems.
  5. Experience in Hosted Environment: Experience managing customers in a hosted environment.
About Anthology Inc

Anthology Inc 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.