Service Delivery Manager

Blackboard

37d•$65,321 - $97,981•Remote

About The Position

The Service Delivery Manager is responsible for coordinating the delivery of Blackboard Application Administration services to customers. This person must be focused on customer service, work well in teams, be able to identify and resolve service delivery issues, provide daily/weekly updates on current tasks, and escalate risks and issues as needed.

Requirements

Bachelor’s degree
Minimum 5 years of experience in system administrator role relating to Blackboard or equivalent experience
Ability to maintain composure under pressure
Good interpersonal, written, oral communication skills and 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

Nice To Haves

Business Analyst experience
Executive/Senior Management communication experience
Consulting experience
Teaching experience in education and government setting

Responsibilities

Serving as the primary customer contact relative to service delivery needs and management
Understanding customer objectives then setting and managing expectations relative to service delivery and actions required to meet objectives
Facilitating and coordinating communication between various customer stakeholders
Facilitating and coordinating communication between customer stakeholders and various Blackboard departments as needed
Providing day-to-day Blackboard system GUI administration tasks such as: Create and Manage Users, Roles, and Privileges; Create and Manage Courses, Catalogs, and Terms; Create and Manage Enrollments; Manage System-wide Tools and Utilities such as: Tool Settings, My Blackboard Settings, Achievements, Enterprise Surveys, Notification Management, Building Block setting management
Creating and assigning Goals, Sub-Goals, and Categories for Standards Alignments
Running System, Course, and Student Activity Reports
Manage Community Settings, Users and Branding
Manage Blackboard Content System
Manage Blackboard Outcomes System
Providing escalated support to end users, assuming that there is a first-tier end user help desk process in place
Assisting customer in making strategic decisions in changes to the system, additional functionality, interfaces, changes in configuration, etc.
Assisting business owners in translating concepts to written requirement
Participating in customer meetings to help make Blackboard-related decisions
Developing, coordinating, and implementing plans to test processes during system/process development including quality assurance testing
Evaluating upcoming releases and recommending new features and functionality
Monitoring and sharing updates on application hotfixes, patches, and version upgrades
Interfacing with Blackboard consulting, product development, support teams and customer management