Service Delivery Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the provision of Blackboard Application Administration services to clients.

• Act as the main point of contact for customers regarding their service delivery needs and management.

• Comprehend customer goals and establish as well as manage expectations related to service delivery and necessary actions.

• Facilitate and coordinate communication between customer stakeholders and Blackboard departments.

• Carry out daily administration of the Blackboard system GUI, which includes managing users, roles, privileges, courses, catalogs, terms, enrollments, tools, utilities, goals, reports, community settings, content, and outcomes.

• Provide advanced support to end users when a first-tier help desk process is in place.

• Assist clients with strategic decisions regarding system modifications, functionalities, interfaces, and configuration.

• Help business owners convert concepts into documented requirements.

• Participate in customer meetings and assist in Blackboard-related decision-making.

• Develop, coordinate, and execute process-testing plans, including quality assurance testing.

• Assess upcoming releases and suggest new features and functionalities.

• Monitor and communicate updates regarding application hotfixes, patches, and version upgrades.

• Collaborate with Blackboard consulting, product development, support teams, and customer management.

⛳️ Requirements

• Bachelor's degree required.

• At least 5 years of experience in a system administrator role related to Blackboard or equivalent experience.

• Ability to maintain composure in high-pressure situations.

• Strong interpersonal, written, and verbal communication skills.

• Proficient in technical documentation.

• Self-motivated and self-directed with a sharp attention to detail.

• Extensive knowledge of instructional design principles, practices, and theories.

• Experience in project management and/or implementing business and functional requirements.

• Recent background in Quality Assurance (QA) processes and practices.

• Familiarity with standards (e.g., IMS, SCORM, LTI) and their implementation.

• Understanding of web accessibility requirements.

• Proficient in written and spoken English.

• Business Analyst experience is preferred.

• Experience communicating with Executive/Senior Management is preferred.

• Consulting experience is preferred.

• Teaching experience in educational and governmental settings is 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 available.

🏝️ Benefits

• Comprehensive health insurance coverage.

• Competitive salary with performance bonuses.

• Opportunities for professional development and training.

• Flexible work hours and remote work options.

• Retirement savings plan with employer matching.