Cloud Service Delivery

hace 2 meses

Desde casa, México Ellucian A tiempo completo

Together we are powering the future of Higher Education:
Here at Ellucian, we are motivated by a mission ~ the power of education to transform lives and change the world. We are the global market leader in EdTech for Higher Education, serving more than 2,900 customers and reaching over 22 million students in 50+ countries. We are dedicated to helping Higher Ed thrive by transforming their institutions to agile, digitally connected campuses that enable student success.

About the Opportunity:
Service Delivery Managers (SDMs) at Ellucian are a key role for our Cloud customers. SDMs are customer-facing and are responsible for driving adoption of Cloud’s forward-planning support model, negotiating work orders with technical support teams and managing customer relations. You will be the primary point of contact, responsible for overall delivery, and strategic planning (road mapping) for your assigned customers. As the primary influencer of the customer relationship, you will need to communicate professionally, exposing seamless internal team coordination and growing each customer's confidence in our services delivery as they move from on premise technical delivery to Cloud based maturity. This role is critical in ensuring adoption by customers of the operational roadmap.

**Where you will make an impact**
- Responsible for being the customer advocate
- Always know and adhere to the following detail regarding customers:

- Contract dates
- Contract scope
- Registration cycles
- Primary contacts and their strengths, weaknesses and preferences
- Be aware of
- All technical solutions in their customer environments, how they work at a conceptual level
- Integrations their customers have
- Open product support tickets
- Customer organizational structure; including related roles & responsibilities
- Acts as the owner of the following within assigned customer relationships:

- Delivery of status of any/all Ellucian projects for customer
- Internal communications with project and professional services teams
- Incident summary reports and root cause analysis for customers in portfolio
- Tactical and technical execution of the annual plan
- Status, schedule and coordination for all planned work
- Customer escalations
- Creation and ownership of all tickets for planned work
- Manage priorities across multiple customers
- Responsible for coordinating the service delivery of assigned customers
- Attainment of SLA’s
- Meeting responsiveness targets for planned and unplanned work
- Completing scheduled work on time
- Responsible for coordination and implementation of changes to services
- Participate in sales to delivery calls and transition meetings prior to go-live
- Attendance on daily team meetings to ensure quality and prioritization
- Application compatibility matrix review and prerequisite check
- Work business hours of assigned region
- Adhere to Cloud ITSM practices

**What you will bring**
- Experience with any ERP
- 3+ years customer facing experience managing customer relationships
- PMP Certification
- Proven professional and technical industry experience
- Project management background.
- Higher Ed experience
- Leadership and management skills
- Have strong conceptual technical knowledge of product portfolio
- Analytical and technical problem-solving
- Innovative and hardworking focused on improving the environment that they work in
- Superior verbal and written skills, excellent customer service, as well as high attention to detail
- Willing to learn

What makes #Ellucianlife:

- Comprehensive health coverage: family major medical expenses, dental and life insurance.
- Christmas bonus 30 days
- Saving fund
- Monthly food coupon
- 15 workdays vacation
- Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
- 5 charitable days to support the community that supports us
- Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
- Parental leave
- Employee referral bonuses to encourage the addition of great new people to the team
- We Foster a learning culture with:

- Tuition Reimbursement Assistance
- Professional development opportunities

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