Service Delivery Manager

Anthology Inc; United Arab Emirates; On-site; AED 100,000 - 150,000; Full time

Job summary

Anthology Inc seeks a Service Delivery Manager for its Dubai office to oversee the delivery of Blackboard Application Administration services. The ideal candidate is fluent in Arabic and English, holds a relevant bachelor's degree, and has experience in product or project management. Key responsibilities include customer liaison, project coordination, and enhancing service delivery processes.

Qualifications

• At least 3 years of product or project management experience.
• Training in product and project management best practices and tools.
• Ability to maintain composure under pressure.

Responsibilities

• Serving as the primary customer contact for service delivery needs.
• Coordinating and leading project and status update meetings.
• Interfacing with consulting, support, and product teams.

Skills

Native Arabic speaker

Proficient in English

Strong documentation skills

Leadership experience

Excellent interpersonal communication skills

Education

Bachelor's degree in Computer Science or Information Systems

Job description

Description

Service Delivery Manager, Blackboard Dubai, UAE

The Opportunity: Anthology delivers education and technology solutions to help students reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth. We are committed to diversity, inclusion, and belonging in our hiring practices and company culture. For more information about Anthology and our career opportunities, please visit our website.

The Service Delivery Manager is responsible for coordinating the delivery of Blackboard Application Administration services to customers. This role requires a customer service focus, teamwork, issue resolution, regular updates, and escalation of risks and issues. The Manager of Service Delivery acts as a key escalation point for team members and customers, maintaining professionalism and striving for consistent results.

Primary responsibilities include:

1. Serving as the primary customer contact for service delivery needs and management.
2. Understanding customer objectives and managing expectations accordingly.
3. Facilitating communication between customer stakeholders and Anthology departments.
4. Ensuring adherence to processes and policies.
5. Coordinating and leading project and status update meetings with customers.
6. Assisting customers with strategic decisions regarding system changes, additional functionality, and configurations.
7. Helping business owners translate concepts into written requirements.
8. Participating in customer meetings to support Blackboard-related decisions.
9. Developing and implementing plans for testing processes, including quality assurance.
10. Evaluating upcoming releases and recommending new features.
11. Monitoring and communicating updates on application upgrades.
12. Interfacing with consulting, support, and product teams, as well as customers.
13. Developing detailed plans for escalation, operations, testing, and implementation.
14. Providing reports on infrastructure changes, outages, and service degradation, along with resolution reports.

The Candidate: Required skills and qualifications:

• Native Arabic speaker
• Proficient in English (spoken and written)
• Bachelor's degree, preferably in Computer Science or Information Systems
• At least 3 years of product or project management experience
• Training in product and project management best practices and tools
• Strong documentation and project management skills
• Excellent interpersonal communication skills
• Ability to maintain composure under pressure
• Leadership experience with technical teams in high-interrupt environments
• Professional demeanor and effective relationship management skills

Preferred skills and qualifications:

• Experience supporting SaaS applications
• Knowledge of Learning Management Systems
• Understanding of internet technologies (HTML, JSON, SQL, Java, protocols, networking, firewalls, web servers, security)
• PMP, ITIL, or similar certification
• Experience managing customers in hosted environments
• Experience communicating with senior management

This job description is not exhaustive. Anthology is an equal opportunity employer and considers all qualified applicants without regard to legally protected characteristics.