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Service Delivery Manager- REMOTE


Oklahoma City, OK, US

Req ID:  1635
Level of experience:  Management/Sr. Management
Remote:  Yes
Travel Required:  0%-25%

Employee Type:  Full - Time 




Ellucian designs technology that powers the educational mission of colleges and universities around the world. Inspired by that goal, Ellucian employees thrive as part of a high-performing global team committed to delivering a modern, connected, industry-leading experience for today’s students and higher education institutions. More than 2,500 institutions in 50 countries around the world look to Ellucian for the ideas and insights that will move education forward, helping people everywhere discover their futures through learning.



The Manager is responsible for leading a high-performing team, enabling them to deliver outstanding remote and travel-based services to Ellucian Managed Services customers. This position focus on technical services for application, systems and database administration.

Job Responsibilities:

There are 3 main concepts that articulate the responsibilities of a Manager.

Business Leader  

Develop and disseminate the strategy to improve the practice by either updating and integrating new services or ideas.  Provide leadership and overall direction to the employees within the practice and achieve high levels of employee engagement built around a strong commitment to customer service.  Ensure that the practice has all the necessary information, standards, methodologies & business processes to effectively and proactively fulfill the needs of our clients.  Understand the overall Ellucian Managed Services (EMS) model and build effective working relationships with others both within and outside of EMS. Maintains effective use of team’s capacity to produce value for EMS customers.   Establishes and manages effective governance over all service engagements to ensure effective delivery and lessons learned.  Forecasts and reports staffing changes to address changing demands; i.e., resource and demand management.  Establishes quality deliverables and measurements to monitor our delivery and maturity of the practices.  Advocates for change to drive positive business/service evolution.  Leads with thinking big to create bold direction for services or solutions.  Develops and leads a culture of action to minimize stifling growth and improvements.

Business Operations

The Manager is accountable for meeting the service expectations for the practice as committed to each client.  May participate in the work of the practice by functioning as a consultant or project manager. May assist in day-to-day production issues, act as escalation point to resolve urgent and/or complex client issues, and manage client expectations.  Manage at a high level both client and employee satisfaction.  Applies standards and researches/shares best practices; learns new products and product enhancements and proactively shares knowledge with client; documents and escalates gaps/weaknesses related to Ellucian processes, products, training materials, documentation, and/or resource skills to the appropriate leader within Ellucian.

Business Growth  

The Manager is responsible for the growth of their practice.  Provide timely responses to new sales opportunities and maintain the necessary sales artifacts which communicate the purpose and highlight the advantages of the practice.  Pursue new solutions based on their expertise that increase the competitiveness and marketability of Ellucian services.


Required Skills/Knowledge/Experience:

  • Bachelor’s Degree or equivalent years of experience.  5 - 10 years of experience showing advancement, which includes management and/or leadership within IT Service Management and general industry experience.
  • Outstanding technical skills as demonstrated by quickly learning an applying new skills.
  • In-depth knowledge of Ellucian Banner application configuration and support is extremely desirable in order to successfully lead this practice. This include:
    • Experience with implementing, configuring and upgrading technical environments such Ellucian Banner and Oracle RDBMS;
    • Technical experience with related applications such as Workflow, Automic, eVisions Argos and ODS;
    • Familiarity with the underlying programming technologies including Oracle (RDBMS, SQL, PL/SQL, Net), COBOL, C, Java;
    • Experience leading technical projects using approaches such as Agile and SDLC methods for requirements analysis, project scoping and estimating, design and construction.


Desired Skills/Knowledge/Experience:

  • Direction Received:  Works independently with minimal supervision
  • Responsibilities for Work of Others:  Must be able to manage and lead a team; size may vary based on assigned practice
  • Travel Requirements:  Up to 25%
  • Additional Skills:  Strong leadership skills, conflict management skills, strong written and verbal communications skills, professional credibility, project management experience, organizational skills, decision making skills, teamwork skills, demonstrated service delivery experience


Ellucian provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Ellucian complies with all laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  Ellucian expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Ellucian employees to perform their job duties may result in discipline up to and including discharge.

Nearest Major Market: Oklahoma City
Nearest Secondary Market: Oklahoma

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