Service Delivery Manager

**Description**

**Service Delivery** **Manager**
**Bogota**, Colombia**

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

**The Opportunity**:
Recently combined with Anthology, Blackboard offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. The company’s 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.

Our Client Support team has a proven track record of delivering high quality technical support to our customer base. As Service Delivery Manager, you will be a dedicated relationship manager with several elite Blackboard Managed Hosting clients and provide a superior level of client support, project management, communication, and documentation to the set of clients. You will facilitate the current standards, and constantly improve management, communication, and documentation within Blackboard’s Managed Hosting Services organization.

The roles and responsibilities of the Service Delivery Manager (SDM) will fall under the objective of facilitating the current standards, as well as constantly improving management, communication, and documentation within Blackboard’s MH/SaaS Services organization.

Specific responsibilities will include:

- Maintaining day-to-day knowledge of all plans, activities, and status of projects and issues involving clients’ Learn SaaS environment
- Coordinating and facilitating regularly scheduled project and status update meetings with clients
- Troubleshooting product and SaaS environment issues to determine root cause and implement solutions/workarounds
- Serving as liaison with internal teams who deploy, configure, and maintain client environments within Managed Hosting and SaaS environments
- Planning, coordinating, and managing projects involving client’s infrastructure for scalability, optimal performance, and growth in coordination with clients and all elements within Blackboard (Blackboard Learn, Blackboard Mobile, Blackboard Collaborate)
- Focusing on delivering a positive client experience by actively supporting the client and keeping them up to date throughout the life cycle of support cases
- Providing client with deliverables including information regarding Escalation process, Operations handbook, Infrastructure changes, Monthly Reports and Meeting Minutes
- Providing timely and detailed reports of infrastructure changes, service outages, or degradation of services, and issuing resolution reports
- Undertaking technical and departmental projects as assigned
- Maintaining and driving strong process and policy adherence
- Required_ _s_kills_/qualifications_:_
- Bachelor's degree, preferably in Computer Science or Information Systems
- Minimum 3 years of project management responsibility planning, executing, monitoring, controlling and closing projects
- Fluency in written and spoken English at CEF B2 level or above
- Sharp problem-solving, analytical and innovation skills
- Quality-conscious with strong attention to detail in documenting, handling, tracking technical issues
Excellent interpersonal communication skills; ability to translate complex ideas into simple language for non-technicians
- Excellent written communication skills and organizational skills
- Strong, self-driven team player who excels in Customer Service and understands the “customer first” philosophy
- Ability to lead a technical team and manage multiple resources in a high-interrupt environment
- Professional demeanor and ability to establish and maintain effective business and client relationships
- Strong leadership and project management skills; ability to drive projects from inception to completion
- Familiarity with product and/or project management best practices and procedures
- Preferred skills/qualifications:_
A knowledge and understanding of online Learning Management Systems
- PMP/ITIL or equivalent certification
- Experience managing clients in a SaaS environment
- Fluency in Portuguese

**The Office**:
Blackboard has 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 machine