Service Delivery Manager
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Job Description
Service Delivery Manager administering Blackboard’s SaaS learning platform for U.S. education customers. Coordinating application support, system configuration, testing, releases, and stakeholder communications.
Responsibilities:
- Coordinate delivery of Blackboard Application Administration services to customers
- Serve as the primary customer contact for service delivery needs and management
- Understand customer objectives and set and manage expectations regarding service delivery and required actions
- Facilitate and coordinate communication between customer stakeholders and Blackboard departments
- Perform day-to-day Blackboard system GUI administration, including managing users, roles, privileges, courses, catalogs, terms, enrollments, tools, utilities, goals, reports, community settings, content, and outcomes
- Provide escalated support to end users where a first-tier help desk process exists
- Assist customers with strategic decisions regarding system changes, functionality, interfaces, and configuration
- Assist business owners in translating concepts into written requirements
- Participate in customer meetings and support Blackboard-related decisions
- Develop, coordinate, and implement process-testing plans, including quality assurance testing
- Evaluate upcoming releases and recommend new features and functionality
- Monitor and share updates on application hotfixes, patches, and version upgrades
- Interface with Blackboard consulting, product development, support teams, and customer management
Requirements:
- Bachelor’s degree
- Minimum 5 years of experience in a system administrator role relating to Blackboard or equivalent experience
- Ability to maintain composure under pressure
- Good interpersonal, written, and oral communication skills
- Technical documentation skills
- Self-motivated and self-directed with keen attention to detail
- Strong knowledge of instructional design principles, practices, and theories
- Experience in timeline and project management and/or implementation of business and functional requirements
- Recent experience in Quality Assurance (QA) processes and practices
- Knowledge of standards (i.e., IMS, SCORM, LTI) and their implementation
- Knowledge of web accessibility requirements
- Fluency in written and spoken English
- Business Analyst experience preferred
- Executive/Senior Management communication experience preferred
- Consulting experience preferred
- Teaching experience in education and government setting preferred
- Must be legally authorized to work in the country where the role is based at the time of hire and maintain that authorization throughout employment
- Visa sponsorship or immigration support is not provided
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