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Service Deliver Manager
Blackboard Inc.
Washington, DC, United States
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With nearly 20,000 organizational customers and millions of student users, Blackboard is the world's leading education technology company. The Blackboard Managed Hosting Services team has a proven track record of delivering exceptional services to hundreds of clients around the globe. Blackboard is seeking an experienced, motivated and detail-oriented Service Delivery Manager to join our Managed Hosting Services team in Amsterdam. The primary responsibilities are to be a dedicated relationship manager with several elite Blackboard Managed Hosting 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.
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 Managed Hosting Services organization.
To meet these objectives, the SDM’s tasks will include, but not be limited to, the following:
Duties and Responsibilities:
• Acting as the central point-of-contact within Blackboard Managed Hosting Services for a small set of clients and maintain day-to-day knowledge of all plans, activities, and status of projects and issues involving clients’ hosted environment
• Troubleshoot product and managed hosting environment issues to determine the problem root-cause(s), issue work-around and solutions
• Manage cases via daily queue and workload management and handle escalations
• Liaise 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 environments
• Provide second level support and escalate software defects to Product Development
• Focus on delivering a positive client experience by actively supporting the client and keeping them up to date though out the lifecycle of the case
• Undertake technical and departmental projects as assigned
• Maintain and drive 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; and issue resolution reports
Essential Skills, Experience and Education:
• Strong knowledge of Linux required
• Quality conscious with attention to detail in documenting, handling, tracking and documenting technical issues
• Excellent interpersonal communication skills required
• Bachelor's degree in Computer Science or Information systems preferred
• 3+ years tech support of applications in a linux environment preferred
• 3+ years of product/project management responsibility envisioning, defining.
• Knowledge and understanding of online Learning Management System is preferred
• Trained in product and/or project management best practices and procedures. PMP and ITIL or equivalent certification preferred
• Understanding of Internet application technologies including; HTML, XML, SQL, Java, Internet protocols, networking, firewalls, Apache web server configurations and security
• Experience managing clients in a hosted environment preferred
• Strong, self-driven team player who excels in Customer Service and understands “Customer First” philosophy
• Demonstrated ability to lead a technical team and manage multiple resources in a high-interrupt environment
• Portrays a professional demeanor with the ability to establish and maintain effective business and client relationships
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.
Blackboard 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, or any other protected factor.
Location/Division: Washington, DC, USA Job Requisition: BB-1098