Service Delivery Manager
Remote- US
The Opportunity:
Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.
We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.
For more information about Anthology and our career opportunities, please visit www.anthology.com.
The Service Delivery Manager is responsible for coordinating the delivery of Anthology Student Application Administration services to customers. This person must be customer service focused, work well in teams, identify and resolve service delivery issues, provide daily/weekly updates on current tasks, and escalate risks and issues as needed. Anthology offers a unique environment that fosters individual growth and rewards performance.
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Primary responsibilities will include:
- 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 resources and actions required to meet objectives
- Facilitating and coordinating communication between various customer stakeholders
- Facilitating and coordinating communication between customer stakeholders and various Anthology departments as needed
- Serving as the application administrator for Anthology Student
- Recommending, maintaining, and updating Anthology Student, Campus, and List item configurations
- Assisting business owners in translating concepts to written requirement
- Ensuring reporting is consistent and accurate, troubleshooting issues as they arise
- Gathering and analyzing data to support various business processes
- Providing problem resolution for end users, including research on various data and reporting issues, collaborating to gain input on potential solutions
- Recommending system configurations and proposing business solutions where appropriate
- Developing, coordinating, and implementing plans to test processes during system/process development including quality assurance testing
- Providing customer service to all stakeholders regarding system and reporting
- Evaluating upcoming releases and recommending installation of beneficial SIS upgrades
- Communicating the current status of releases, major projects, and ongoing Anthology Student activities to relevant stakeholders
- Coordinating application of hotfixes, patches, and version upgrades
- Coordinating a regular training calendar to keep users will informed on the proper use of Anthology Student
- Performing ad-hoc system training as needed
- Resolving system support requests
The Candidate:
Required skills/qualifications:
- Minimum five years of experience in system administrator type role relating to Anthology Student or equivalent experience
- Ability to maintain composure under pressure
- Good interpersonal, written, oral communication skills and technical documentation skills
- Must be self-motivated and self-directed with keen attention to detail
- Fluency in written and spoken English
Preferred skills/qualifications:
- Experience with MS SQL
- Experience with MS SSRS and Power BI
- Business Analyst experience
- Executive/Senior Management communication experience
- Consulting experience
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.
Anthology 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.
Pay Range is $75,000 - $90,000/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.