Service Delivery Manager

Jobvite, Inc.; United States; Remote; USD 65,000 - 85,000; Full time

Job summary

Blackboard, a leading EdTech provider, is seeking a detail-oriented systems administrator to act as the main customer contact for service delivery. You will oversee GUI administration, user/course management, and system-wide tools while coordinating across departments.

You will evaluate releases, QA processes, and accessibility standards, supporting strategic decisions and requirements translation to drive effective system enhancements in a fast-paced environment.

Qualifications

• Minimum 5 years of system administrator experience with Blackboard or equivalent.
• Strong communication and technical writing skills.
• Detail-oriented with ability to manage multiple stakeholders.
• Knowledge of instructional design principles and theories.
• Experience in QA processes.
• Familiarity with IMS, SCORM, and LTI standards.
• Knowledge of web accessibility requirements.
• Fluent in written and spoken English.
• Plus: experience as a business analyst, consulting, or teaching in education/government settings.

Responsibilities

• Serve as the primary customer contact relative to service delivery needs and management.
• Understand customer objectives and set/manage expectations for service delivery and actions to meet objectives.
• Facilitate and coordinate communication between customer stakeholders.
• Facilitate communication between customer stakeholders and Blackboard departments as needed.
• Provide day-to-day Blackboard system GUI administration tasks (Create/Manage Users, Roles, Privileges; Courses, Catalogs, Terms; Enrollments).
• Manage System-wide Tools and Utilities (Tool Settings, My Blackboard Settings, Achievements, Enterprise Surveys, Notification Management, Building Block settings).
• Create and assign Goals, Sub-Goals, and Categories for Standards Alignments.
• Run System, Course, and Student Activity Reports.
• Manage Community Settings, Users and Branding; Content and Outcomes Systems.
• Provide escalated support to end users; assist in strategic decisions for system changes, functionality, interfaces, configurations.
• Assist business owners in translating concepts to written requirements; participate in customer meetings for Blackboard-related decisions.
• Develop, coordinate, and implement plans to test processes during system development including QA testing.
• Evaluate upcoming releases and recommend new features and functionality.
• Monitor and share updates on hotfixes, patches, and version upgrades.
• Interface with Blackboard consulting, product development, support teams and customer management.

Skills

System administration

Communication skills

Technical documentation

English fluency

Instructional design

Project management

QA processes

Web accessibility

IMS/SCORM/LTI knowledge

EdTech experience

Business analysis

Consulting

Teaching experience

Job description

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

• 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
• 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.