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



Type:
Full-Time

Posted:
06/10/2021

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, experience with Ellucian Banner products (within a leadership type role)–& project mgmt exp is
a PLUS!!

TYPE –F/T Salaried plus yearly bonus

LOCATION – Remote (MST/PST ONLY!!)

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 & 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
  • 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 relationships
  • 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 #Ellucianlife

  • 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 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

#LI-MR1

Additional
Information:

Req ID: 3185
Hiring Type: 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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