Service Delivery Manager

Service Delivery Manager

Remote - United States

About the Role

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.

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

Required Skills and Experience

• 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 

Preferred Skills and Experience

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

About Blackboard

Blackboard is a leading EdTech company and SaaS provider that delivers the digital environment for transformational teaching and learning. We serve thousands of institutions with the industry's most AI-advanced LMS, Blackboard Ally for accessibility, and institutional effectiveness solutions that put educators and learners at the center. We're an education company that builds technology. Learn more at blackboard.com.

The expected salary range for this position is $65,000 - $85,000. The range reflects base salary only and does not include additional compensation such as company bonus or benefits. Placement within the pay range will depend on a variety of factors, such as experience, skills, internal parity, and location.

Candidates must be legally authorized to work in the country where the role is based at the time of hire and must maintain that authorization for the duration of employment. The company does not provide visa sponsorship or immigration support for this position.

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, gender identity/expression, protected military/veteran status, or any other legally protected factor.