Campus Management

Summary:

The Lead Service Delivery Manager is responsible for 1) leading a team of Service Delivery Managers and 2) performing as a Service Delivery Manager personally delivering and coordinating the delivery of CampusNexus Student Application Administration services to Anthology customers. This person must be customer service focused, lead and work well in teams, guide others in service delivery, identify and resolve service delivery issues, provide daily/weekly updates on current tasks, and escalate risks and issues as needed.

Responsibilities:

1. Lead Service Delivery Manager (50%)

• Serves as the primary escalation point for Service Delivery Manager customer concerns (SDM escalations)
• Work with Department Director to resolve Service Delivery Manager customer concerns (SDM escalations)
• Work with Department Director to resolve customer concerns (customer escalations)
• Conducts weekly/bi-weekly one-on-ones with Service Delivery Managers to confirm service delivery quality, identify potential issues, and recommend value add solutions
• Generates and works together with Department Director to implement standard service delivery templates and processes that ensure quality service delivery
• Assist in new customer sales efforts (calls, SOW preparation, resource strategy)
• Escalate customer concerns to Department Director
• Escalate employee concerns to Department Director
• Liaison/facilitate/coordinate service delivery with other CMC departments
• Other tasks as assigned

2. Customer Service Delivery Manager (50%)

• Serves as the primary customer contact relative to service delivery needs and management
• Understands customer objectives then sets and manages expectations relative to service delivery resources and actions required to meet objectives
• Facilitates and coordinates communication between various customer stakeholders
• Facilitates and coordinates communication between customer stakeholders and various CMC departments as needed
• Serves as the application administrator for the CampusNexus Student Information System and CampusNexus Student Portal
• Recommends, maintains, and updates CampusNexus System, Campus, and List item configurations
• Assists business owners in translating concepts to written requirement
• Ensures reporting is consistent and accurate, troubleshoots issues as they arise
• Gathers and analyzes data to support various business processes
• Provides problem resolution for end users, including research on various data and reporting issues, collaborates to gain input on potential solutions
• Recommends system configurations and proposes business solutions where appropriate
• Develops, coordinates, and implements plans to test processes during system/process development including quality assurance testing
• Provides customer service to all stakeholders regarding system and reporting
• Evaluates upcoming releases and recommends installation of beneficial SIS upgrades
• Communicates the status of releases, major projects, and ongoing CampusNexus activities to relevant stakeholders
• Coordinates application of hotfixes, patches, and version upgrades
• Coordinates a regular training calendar to keep users will informed on the proper use of CampusNexus
• Performs ad-hoc system training as needed
• Resolves system support requests
• Other tasks as assigned

Education:

• Bachelors degree preferred.

Qualifications/Experience:

• Minimum five years of experience in system administrator role relating to CampusNexus Student or equivalent experience required
• Minimum one year in a Business Analyst role or equivalent experience required
• Experience with MS SQL desired
• Experience with MS SSRS and Power BI desired
• Executive/Senior Management communication experience

Skills/Competencies:

• Ability to maintain composure under pressure
• Good interpersonal, written, oral communication skills and technical documentation skills
• Must be self-motivated and directed with keen attention to detail
• Ability to quickly re-direct attention and focus between multiple initiatives

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

PI130254564