Chief Service Delivery Officer

hace 4 días

Bogotá, Bogotá D.E., Colombia Anthology, Inc. A tiempo completo

At Anthology, Inc., we are dedicated to empowering educators and institutions with innovative solutions. We strive to deliver exceptional services to our customers around the globe.

Job Overview

We are seeking a highly skilled Chief Service Delivery Officer to join our team. As a key member of our organization, you will be responsible for providing superior customer support, project management, communication, and documentation to our elite customers.

About the Role

This is an exciting opportunity for a seasoned Project Manager with technical and customer support experience to contribute to our rapidly expanding technical organization. Your primary responsibilities will include:

  • Acting as the central point-of-contact within Anthology Customer Services 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
  • 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 customer environments within Managed Hosting
  • Conducting systems audit and analysis on the performance of the customer's Managed Hosting environment
  • Providing second-level support and escalating software defects to Product Development
  • Focusing on delivering a positive customer experience by actively supporting the customer 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 customers
  • Developing detailed planning including Escalation process, Operations Handbook, Infrastructure test and implementation plans
  • Documenting and providing monthly reports to customers 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
About You

To be successful in this role, you will need to possess the following skills and qualifications:

  • Fluency in written and spoken English at CEF B2 level or above
  • Strong knowledge of Linux
  • 2-5 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
  • Understanding of Internet application technologies including HTML, XML, SQL, Java, Internet protocols, networking, firewalls, Apache web server configurations, and security
  • 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 customer relationships
  • Demonstrated ability to lead a technical team and manage multiple resources in a high-interrupt environment
What We Offer

In exchange for your expertise and dedication, we offer a competitive salary range: $80,000 - $120,000 per annum (dependent on location), depending on experience and qualifications.

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