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 clients regarding service delivery needs and management.

• Comprehend customer goals and establish/manage service delivery expectations.

• Facilitate communication between customer stakeholders and Blackboard departments.

• Conduct daily Blackboard system GUI administration, covering users, roles, privileges, courses, catalogs, terms, enrollments, tools, utilities, goals, reports, community settings, content, and outcomes.

• Offer advanced support to end users.

• Assist clients with strategic decisions regarding system, functionality, interface, and configuration.

• Help business owners convert concepts into documented requirements.

• Participate in client meetings and decisions related to Blackboard.

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

• Assess upcoming releases and suggest features and functionalities.

• Monitor and communicate updates on hotfixes, patches, and version updates.

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

• Provide daily and weekly task updates while escalating risks and issues as necessary.

⛳️ Requirements

• Bachelor’s degree.

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

• Ability to remain composed under pressure.

• Strong interpersonal, written, and oral communication skills, along with technical documentation abilities.

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

• Comprehensive understanding 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.

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

• Knowledge of web accessibility requirements.

• Proficient in written and spoken English.

• Preferred: Experience as a Business Analyst.

• Preferred: Experience in Executive/Senior Management communication.

• Preferred: Consulting experience.

• Preferred: Teaching experience within educational and government settings.

• Candidates must be legally authorized to work in the country where the position is based at the time of hire and must maintain that authorization throughout their employment.

• The company does not provide visa sponsorship or immigration assistance for this role.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and growth.

• Collaborative and supportive work environment.

• Flexible work arrangements.