Service Delivery Manager

**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.

The Blackboard Services team has a proven track record of delivering exceptional services to hundreds of clients around the globe. As Service Delivery Manager, you will be a dedicated relationship manager with several elite clients and provide superior level of client support, project management, communication, and documentation to the set of clients. This is a unique and exciting opportunity for a Project Manager with technical and client support 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 Blackboard Services for a small set of clients and maintaining day-to-day knowledge of all plans, activities, and status of projects and issues involving clients’ hosted environment
- Troubleshooting product and managed hosting environment issues to determine the problem root-cause(s); issuing work-arounds and solutions
- Managing cases via daily queue and workload management and handling escalations
- Liaising with internal teams who deploy, configure, and maintain client environments within Managed Hosting
- Conducting systems audit and analysis on the performance of the client’s Managed Hosting environment
- Providing second level support and escalating software defects to Product Development
- Focusing on delivering a positive client experience by actively supporting the client 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 clients
- Developing detailed planning including Escalation process, Operations Handbook, Infrastructure test and implementation plans
- Documenting and providing monthly reports to clients 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
- Required skills_/qualifications_:_
- Fluency in written and spoken English at CEF B2 level or above
- Strong knowledge of Linux
- 3+ 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
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 client relationships
- Demonstrated ability to lead a technical team and manage multiple resources in a high-interrupt environment
- Preferred skills_/qualifications_:_
- Bachelor’s degree in Computer Science or Information Systems
- PMP and ITIL or equivalent certification
Knowledge of online Learning Management Systems
- Experience managing clients in a hosted environment

**The Office**:
We have 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 machines
- Learn more about the Bogota office culture by checking out our Facebook page
- Option for remote work during the COVID-19 pandemic

This job description is not designed to contain a comprehensive listing of activities