IT Service Delivery Manager, Pharma Information Management - Remote, US - Slipstream IT, LLC : Job Details

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At Slipstream IT we work to streamline IT Support and provide managed solutions with a strategic consulting and global leadership management approach. Our solutions are designed exclusively for emerging pharma and biotech organizations.

Slipstream's industry-leading solutions free clients from the demands of internal IT and allow them to rapidly advance their mission. Led by a leadership team that has been together for over 10 years, you will join a proven team, culture, and strategy to drive innovation within the IT outsourcing industry while developing your skillset with the opportunities for internal growth.

Job Summary

The IT Service Delivery Manager is a professional technical services manager responsible for co-coordinating the delivery of Information Management managed services into key enterprise customers by providing a single point of contact to the customer. The IT Service Delivery Manager plays a vital role in creating long-term customer relationships and acting as the bridge between the client and the operational delivery teams with the ability to make changes in end-to-end processes as required ensuring optimal overall performance on the contract. The key responsibility of the SDM is governance and oversight across all areas including service management, incident and change management, continual service improvement, onboarding and workflow, dashboard and reporting, financial performance, and customer satisfaction, as well as playing a key role in ensuring the highest level of operation service delivery.

Responsibilities

• Responsible for the management of data management services being provided to multiple Slipstream clients. This includes both data warehousing and master data management services.
• The SDM manages a virtual team of both off-shore and on-shore resources that are responsible for the ongoing operation and enhancement of various software platforms and applications that consume, cleanse, aggregate and publish data supporting pharmaceutical business processes.
• Manage service requests and incidences for assigned accounts in line with contractual SLAs.
• Serves as liaison between Slipstream support team and Client stakeholders.
• Monitors and communicates change control procedures.
• Research and troubleshoots technical and processing issues.
• Manages enhancement queue and budget.
• Initiates escalation for issue resolution.
• Works with Client to prioritize incidents and Service requests.
• Confirms SLAs are met, generates and disseminates SLA reports.
• Provides required engagement, status and escalation reports.
• Knowledge of pharmaceutical business processes and data is a plus.
• Confirms results remain consistent with Client expectations and satisfaction.
• Responsible for all Slipstream personnel, activities, and deliverables.
• Responsible for initiating change control process.
• Monitors and communicates change control procedures.
• Manages enhancement queue and budget.
• Initiates escalation for issue resolution.
• Works with Client to prioritize incidents and Service requests.
• Confirms SLAs are met, generates and disseminates SLA reports.

Required Skills

• 5-7 years experience with customer engagement and reporting of metrics to track progress.
• 5-7 years experience in managing IT process with specific experience in data warehousing in a fast paced environment.
• Services are typically managed via both a SharePoint and a ServiceNow ticketing platform, so any related experience is highly preferred.
• Clear, concise communication skills, organizational prowess and sharp attention to detail are a must.
• Experience with SharePoint and/or ServiceNow ticketing systems are required.
• Understanding of management and development of service ticket metrics and KPIs.
• Ability to multi-task and thrive in a fast-paced and dynamic environment.
• Strong verbal and written communication skills.
• Must be have some experience in project management including project plans, RAID logs and budget management.
• Ability to build strong relationships with clients and coworkers.
• College or technology school degree required.

Work Location

• Place of employment is expected to be 100% remote.
• For all remote meetings, all employees are required to be on-camera with appropriate business casual attire and the Slipstream Corporate background.
• Occasional in person meetings may occur but are not expected to be more than twice a month.

Work Schedule

• Typical schedule will be Monday to Friday, 8:00 AM to 5:00 PM.
• Must be flexible to accommodate departmental needs.
• At times, overtime maybe needed to accomplish deliverables which could include evenings or weekend hours.
• Life insurance/LTD
• Discretionary PTO

Slipstream IT is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation or identity, national origin, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Slipstream IT makes hiring decisions based solely on qualifications, merit, and business needs at the time.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.