Cloud Service Delivery Manager (MUST have Banner/higher ed exp) PST/MST- REMOTE | #education | #technology | #techjobs



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 2,700 customers and reaching over 20 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.

*We are
seeking someone that works within higher education, has experience with Ellucian Banner products (within a leadership type role)–&
project mgmt exp is a PLUS!!

TYPE –F/T Salaried plus yearly bonus


About the opportunity

The Cloud Service Delivery Manager role is a very strategic role
within the Cloud Business Unit.  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.

Where you will make an impact

  • Responsible
    for being the customer advocate
  • Always know and adhere to the following detail about their 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 &
  • 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
  • Analyze technical standards audit and
    coordinate remediation
  • 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

  • Multiple years of experience with Ellucian Banner ERP – complex distributed
    application environments
  • Higher Ed experience 
  • 3+ years customer facing experience managing customer
  • 7+ years proven professional and technical industry experience
  • Project management background.
  • Supporting and managing systems and/or application engineers
  • 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
  • BS/BA degree. Other qualifications with adequate experience will be considered

What makes

  • Comprehensive health coverage: medical, dental, and vision
  • Flexible time off 
  • 401k & Bright Plan – to help you save for the future
  • 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
  • Employee referral bonuses to encourage the addition of great new people to the team
  • We Foster a learning culture
  • Tuition Reimbursement Assistance
  • Professional development opportunities



Additional Information:

Req ID: 3711
Full – Time
Level of Experience: Senior Level
Remote: Yes
Travel Required: None

Ellucian is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. Ellucian promotes affirmative action for minorities, women, disabled persons and veterans.

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