Services Delivery Lead

Education Analytics (EA) is a national nonprofit organization located in downtown Madison WI that uses data and analytics to improve outcomes for students and increase equity in education. We work closely with our partners to illuminate patterns in data that drive change. At EA we believe in a culture that is collaborative equitable missiondriven humancentered innovative and rigorous. We believe in the potential of people to foster continuous improvement.

Position Description

The Services Delivery Lead is responsible for the daytoday of partnerspecific service engagements ensuring that service deliverables are completed on time and within budget. This role works closely with Implementation Product and Support teams to coordinate service troubleshooting and ongoing partner support. The Service Delivery Lead plays a critical role in ensuring contract fulfillment working to deliver customized partnerdriven solutions that align with EAs product offerings and organizational priorities. This role requires a strong understanding of service delivery operations project coordination and partner engagement. The ideal candidate will be a strategic leader with the ability to take a contract and partner needs and translate them into actionable deliverables along with familiarity with data interoperability frameworks like EdFi and/or data analytics and research.

Orientation to the Work

• Strong customerservice mindset ensuring that partners receive highquality service experiences.

• Ability to manage multiple partner engagements simultaneously ensuring smooth across projects.

• Comfortable working in a fastpaced environment collaborating with internal teams to resolve service challenges efficiently.

• Strong project coordination skills ensuring service remains aligned with timelines budgets and deliverables.

• Comfortable with taking initiative and sharing responsibility in a teambased collaborative environment at a fastpaced nonprofit organization.

• Customerservice orientation to working with other teams and partners.

• Ability to think strategically about complex issues as they arise including weighing competing options and acknowledging the importance of context.

• This is a fulltime salaried exempt position with the expectation that specific periods of work around project deadlines or peak loads during the year may require additional time commitment to support completion.

Duties and Responsibilities

Service Delivery & Project Coordination

• Manage service delivery projects ensuring completion of partnerspecific deliverables.

• Break down contracts into service deliverables ensuring each task has a clear owner and timeline.

• Oversee partnerspecific solutions ensuring alignment with EAs product capabilities.

• Work closely with partners to track progress resolve issues and align expectations.

CrossTeam Collaboration & Support

• Coordinate with Implementation & Support teams to ensure seamless onboarding and data flow.

• Collaborate with Product and Engineering teams to ensure technical feasibility of service solutions.

• Facilitate internal and external project coordination meetings to align teams and stakeholders.

Financial & Contract Oversight

• Monitor project budgets ensuring service stays within financial constraints.

• Support invoice reviews and approvals ensuring partners are billed accurately for services rendered.

• Work with contract leads to ensure all agreements (including DRAs) are signed and documented properly.

Service Quality & Process Improvement

• Track service delivery performance identifying opportunities for process optimization.

• Establish best practices for managing partnerspecific services efficiently.

• Contribute to EAs service roadmap providing insights on how services can be improved.

Required Knowledge and Skills

• Strong experience managing partnerspecific service engagements ensuring highquality ontime and onbudget delivery.

• Proven ability to lead service teams ensuring smooth across multiple workstreams.

• Effective communication and problemsolving skills with the ability to resolve complex servicerelated issues.

• Experience in contract and budget management with an ability to track deliverables and financials.

• Strong collaboration skills with experience working across product engineering and implementation teams.

• Ability to manage partner relationships ensuring important levels of satisfaction and engagement.

• Strong problemsolving skills particularly in handling servicerelated challenges.

• Experience with project management tools (e.g. Jira and documentation platforms.

• Demonstrated effective verbal and written communication skills utilizing proper grammar syntax and excellent business acumen.

• Strong organizational and time management skills with proven ability to multitask and prioritize in a high paced environment with limited direction.

• Intermediate proficiency with Microsoft Word Excel and Outlook (or list other software or similar skills).

Education and Experience

• Bachelors degree in education business public policy economics or a related field.

• 35 years of experience in service delivery project management or partner engagement.

• Experience working in education technology consulting or datadriven organizations preferred.

Work Environment and Requirements

• Require minimal daytoday management.

• Ability to communicate effectively in numerous conversations throughout the day on the telephone in writing online zoom and in person to provide information collaboration and assistance.

• Ability to reach in all directions to store and retrieve files use telephone calculator computer and other office equipment.

• Ability to move inside the office to access file cabinets office equipment retrieve office supplies and make general deliveries.

• Dexterity and hand/eye coordination necessary to operate computer keyboard and other office equipment.

• Ability to complete job duties where there may be eyestrain due to constant viewing of computer screens.

• Ability to complete job duties in an environment where background noise and frequent interruptions are consistent.

• Demonstrate the ability to utilize basic math skills of addition subtraction multiplication and division.

• Must be able to communicate effectively both orally and in writing follow instructions and be able to comprehend written material or requests.

• Must demonstrate the ability to use reason and problemsolving skills in a fastpaced environment.

Compensation and Benefits
The salary for the Services Delivery Lead position is $64000$75000/year based on experience. EA also has a generous benefits package including:

• A 12 employee salary contribution from EA to your 401k retirement plan
• An additional 3 salary deferral match by EA to your 401k
• 26.5 days of paid vacation annually sick paid time off that accumulates per pay period
• 9 paid holidays of your choosing
• 93 of health insurance premium paid for by EA
• Paid parental leave (if eligibility requirements are met)

EAs primary location is in downtown Madison WI on the Capitol Square. Steps away from coffee shops a weekly summer farmers market restaurants shops and two lakes. Many staff walk bike or use public transportation to commute to a wellappointed office.

Equal Employment Opportunity
Education Analytics is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status.