IT Operations – Service Delivery Manager, Data Warehousing

Role Overview

• 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
• Is responsible for all Slipstream personnel, activities, and deliverables
• Is 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
• Provides required engagement reports

Requirements

• Experience with customer engagement and reporting of metrics to track progress
• 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.
• Experience with remote access tools such as LogMeIn, TeamViewer, and Take Control
• Knowledge of Active Directory, Azure, O365, MFA, SSO, networking and server concepts
• 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
• Ability to build strong relationships with clients and coworkers
• College or technology school degree required.

Tech Stack

• Azure
• ServiceNow

Benefits

• 401k match
• Comprehensive group health, dental, vision benefits
• Life insurance/LTD
• Discretionary PTO