Service Delivery Manager

hace 2 meses

Colombia Anthology A tiempo completo

Service Delivery Manager

Remote - Colombia

*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*

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

The Anthology CustomerServices team has a proventrack recordof delivering exceptional services to hundreds of customersaround the globe.AsService DeliveryManager, you will be a dedicated relationship manager withseveralelite customersand provide superior level ofcustomersupport, project management, communication, and documentation to the set of customers.This is a unique and exciting opportunity for aProject Manager withtechnical and customersupport 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 CustomerServices for a small set of customers andmaintainingday-to-day knowledge of all plans, activities, and status of projects and issues involvingcustomers’hosted environment
  • Troubleshooting product and managed hosting environment issues to determine the problem root-cause(s); issuing workarounds andsolutions
  • Managing cases via daily queue and workload management and handling escalations
  • Liaising with internal teams who deploy, configure, and maintain customerenvironments within Managed Hosting
  • Conducting systems audit and analysis on the performance of the customer’sManaged Hosting environment
  • Providing second level support and escalating software defects to Product Development
  • Focusing on delivering a positive customerexperience by actively supporting the customerand 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 andfacilitatingregularly scheduled project and status update meetings withcustomers
  • Developing detailedplanningincluding Escalation process, Operations Handbook, Infrastructuretest and implementation plans
  • Documenting and providing monthly reports tocustomerson infrastructure design, hardware inventory,monitoringand management infrastructure, change management logs and other relevantmaterials
  • Providing timely and detailed reports of infrastructure changes, service outages, or degradation of services; issuing resolution reports

The Candidate:

Required skills/qualifications:

  • Fluency in written and spoken Englishat CEF B2 level or above
  • Strong knowledge of Linux
  • 2-5years of product/project management responsibility envisioning and defining new products andfeatures
  • Quality conscious with attention to detail in documenting, handling, and tracking technicalissues
  • Trained in product and/or project management best practices andprocedures
  • 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 customerservice
  • Professional demeanor with ability toestablishand maintain effective business and customerrelationships
  • Demonstrated ability to lead a technical team and manage multiple resources in ahigh-interruptenvironment

Preferred skills/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 customersin a hostedenvironment

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.

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