Service Delivery Manager

hace 1 semana


Colombia Anthology A tiempo completo

**About the Opportunity**

At Anthology, we're passionate about empowering educators and institutions to thrive. As a Service Delivery Manager - Technical Expert, you'll play a crucial role in delivering exceptional services to our customers worldwide.

**Job Summary**

We're seeking an experienced technical professional with strong Linux knowledge and project management skills to join our Managed Hosting Services organization. As a Service Delivery Manager, you'll be responsible for providing superior customer support, project management, communication, and documentation to our elite customers.

**Key Responsibilities**

• Act 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
• Troubleshoot product and managed hosting environment issues to determine the problem root-cause(s); issue workarounds and solutions
• Manage cases via daily queue and workload management and handle escalations
• Liaise with internal teams who deploy, configure, and maintain customer environments within Managed Hosting
• Conduct systems audit and analysis on the performance of the customer's Managed Hosting environment
• Provide second-level support and escalate software defects to Product Development
• Focus on delivering a positive customer experience by actively supporting the customer and keeping them up to date throughout the lifecycle of the case
• Undertake technical and departmental projects as assigned
• Maintain and drive strong process and policy adherence
• Coordinate and facilitate regularly scheduled project and status update meetings with customers
• Develop detailed planning including Escalation process, Operations Handbook, Infrastructure test and implementation plans
• Document and provide monthly reports to customers on infrastructure design, hardware inventory, monitoring, and management infrastructure, change management logs, and other relevant materials
• Provide timely and detailed reports of infrastructure changes, service outages, or degradation of services; issue resolution reports

**Requirements**

• 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

**Preferred Qualifications**

• Bachelor's degree in Computer Science or Information Systems
• PMP and ITIL or equivalent certification
• 3 or more years of experience in technical support of applications in a Linux environment
• Knowledge of online Learning Management Systems
• Experience managing customers in a hosted environment

**Salary:** $85,000 - $110,000 per year, depending on location and experience.



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