Service Delivery Manager

Blackboard; United States; Remote; USD 65,000 - 85,000; Full time

Job summary

Blackboard is seeking a Service Delivery Manager to coordinate the delivery of Blackboard Application Administration services for customers. You will focus on customer service, work with teams, identify and resolve delivery issues, and provide updates on tasks and risks.

Remote - United States, supporting customers across the country. This position requires strong communication, QA experience, and the ability to manage multiple ongoing initiatives while ensuring alignment with customer

Qualifications

• Bachelor’s degree required.
• 5+ years of system administrator experience related to Blackboard or equivalent.
• Strong communication skills (written and verbal).
• Detail-oriented with good organizational skills.
• Experience with QA processes and practices.

Responsibilities

• Serve as the primary customer contact for service delivery needs and management.
• Set and manage expectations with customers to meet service delivery objectives.
• Coordinate communication between customer stakeholders and Blackboard departments.
• Perform daily GUI administration tasks (users, roles, courses, enrollments).
• Manage system tools, settings, and notification management.
• Generate and review system and course activity reports.
• Support customer meetings and advise on system changes and new functionality.
• Monitor releases, patches, and version upgrades and communicate impacts.

Skills

System administration

Customer service

Project coordination

English fluency

Education

Bachelor’s degree

Job description

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 elevate risks and issues as needed.

Description

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 elevate 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 afirst-tierend user help desk process in place
• Assistingcustomer in making strategic decisions in changes to the system, additional functionality, interfaces, changes in configuration, etc.
• Assistingbusiness owners in translating concepts to written requirement
• Participating in customer meetings to help make Blackboard-relateddecisions
• Developing, coordinating, and implementingplans to test processes during system/process development including quality assurancetesting
• Evaluatingupcoming releases and recommendingnew features and functionality
• Monitoring and sharing updates onapplication hotfixes, patches, and version upgrades
• Interfacing withBlackboard 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 toBlackboard or equivalentexperience
• Ability to maintain composure underpressure
• Good interpersonal, written, oral communication skills and technical documentationskills
• Self-motivated and self-directed with keen attention todetail
• 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 experienceTeaching 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.