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 visit www.anthology.com.

The Service Delivery Manager is responsible for delivering and coordinating the delivery of Anthology Reach Application Administration services, which is based on Microsoft D365 CRM, to customers. This person must be customer service focused, work well in teams, be able to identify and resolve service delivery issues, provide daily/weekly updates on current tasks, and escalate risks and issues as needed.

Primary responsibilities will include:

Servingas the primary customer contact relative to service delivery needs and management
Understandingcustomer business objectives and managing service delivery expectations
Facilitatingand coordinatingcustomer and internal stakeholder communication
Servingas the application administrator for Anthology Reach
Configuring, integrating,and developingAnthology Reach business solutions
Servingas a subject matter expert on Anthology Reach product areas
Assistingbusiness owners in translating concepts and requests to written requirement
Gatheringand analyzingdata to support various business processes
Providingproblem resolution for end users, including research on various data and reporting issues, collaborating to gain input on potential solutions
Recommendingsystem configurations and proposes business solutions whereappropriate
Developing,coordinating, and implementingplans to test processes during system/process development including quality assurance testing
Evaluatingupcoming Microsoft Dynamics 365 CRM and Anthology Reach releases and recommending use of new features
Communicatingthe status of releases, major projects, and ongoing Anthology activities to relevant stakeholders
Performingad-hoc system training as needed
Drivingescalated Product support tickets to resolution by coordinating with appropriate internal teams
This role requiresoccasional travel

The Candidate:

Required skills/qualifications:

Bachelors degree in Computer Science, Engineering, Business Administration, Finance or other related field
At least 2 years of experience working with Microsoft Dynamics
Power Platform experience (PowerApps, Power BI, Power Automate)
Experience with MS SQL Server and Azure
Executive/Senior Management communication experience
Ability to thrive in a fast-paced environment and have a positive attitude
Ability to manage and prioritize multiple tasks
Demonstrated skills as a team player and able to work independently
Excellent troubleshooting and problem-solving skills
Excellent written and oral communication skills
Fluency in written and spoken English
Proven effective listening skills
Demonstrated ability to work in a team and matrixed environment
Ability to quickly re-direct attention and focus between multiple initiatives
Ability to influence, negotiate, and build consensus

Preferred skills/qualifications:

Technical support experience
System administration experience
Microsoft Power Platform + Dynamics 365 Core certification
Microsoft Power Apps + Dynamics 365 Developer certification
Experience with MS SSRS and Power BI
Higher Education industry experience
Microsoft Dynamics CRM experience
Student Information System experience
HTML and web development experience

This 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.

Pay Range is $86,000 - $90,000/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

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