*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*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 visitwww.anthology.com.The Anthology Client Services team has a proven track record of delivering exceptional services to hundreds of clients around the globe. AsService DeliveryManager, you will be a dedicated relationship manager withseveralelite clients and provide superior level of client support, project management, communication, and documentation to the set of clients. This is a unique and exciting opportunity for aProject Manager withtechnical and client support experience to contribute to a rapidly expanding technical organization.Your responsibilities in this role will fall under the objective of facilitating the current standards, as well as constantly improving management, communication, and documentation within our Managed Hosting Services organization.Specific responsibilities will include:Acting as the central point-of-contact within Anthology Client Services for a small set of clients and maintaining day-to-day knowledge of all plans, activities, and status of projects and issues involvingclients'hosted environmentTroubleshooting product and managed hosting environment issues to determine the problem root-cause(s); issuing workarounds and solutionsManaging cases via daily queue and workload management and handling escalationsLiaising with internal teams who deploy, configure, and maintain client environments within Managed HostingConducting systems audit and analysis on the performance of the client's Managed Hosting environmentProviding second level support and escalating software defects to Product DevelopmentFocusing on delivering a positive client experience by actively supporting the client and keeping them up to date throughout the lifecycle of the caseUndertaking technical and departmental projects as assignedMaintaining and driving strong process and policy adherenceCoordinating and facilitating regularly scheduled project and status update meetings withclientsDeveloping detailedplanningincluding Escalation process, Operations Handbook, Infrastructuretest and implementation plansDocumenting and providing monthly reports toclientson infrastructure design, hardware inventory, monitoring and management infrastructure, change management logs and other relevant materialsProviding timely and detailed reports of infrastructure changes, service outages, or degradation of services; issuing resolution reportsThe Candidate:Required skills/qualifications:Fluency in written and spoken English at CEF B2 level or aboveStrong knowledge of Linux2-5 years of product/project management responsibility envisioning and defining new products and featuresQuality conscious with attention to detail in documenting, handling, and tracking technical issuesTrained in product and/or project management best practices and proceduresUnderstanding of Internet application technologies including HTML, XML, SQL, Java, Internet protocols, networking, firewalls, Apache web server configurations and securityExcellent interpersonal communication skillsStrong, self-motivated team player who excels in customer serviceProfessional demeanor with ability to establish and maintain effective business and client relationshipsDemonstrated ability to lead a technical team and manage multiple resources in a high-interrupt environmentPreferred skills/qualifications:Bachelor's degree in Computer Science or Information SystemsPMP and ITIL or equivalent certification3 or more years of experience in technical support of applications in a Linux environmentKnowledge of online Learning Management SystemsExperience managing clients in a hosted environmentThis 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.#J-18808-Ljbffr
