Introduction
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.
Service Delivery Manager Responsibilities
- Responsible for the management of data management services being provided to multiple Slipstream clients.
- 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.
- Services are typically managed via a Service Now platform, so any related experience would be preferred.
- In addition, any knowledge of pharmaceutical business processes and data is a plus. Clear, concise communication skills, organizational prowess and attention to detail are a must
- Acts as liaison between Slipstream support team and Client Project Managers
- 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
Required Skills
- Experience with customer engagement and reporting of metrics to track progress
- Experience with the ServiceNow ticketing system
- Experience with Freshservice and/or Zendesk ticketing systems a plus
- 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 call center metrics and KPIs
- College or technology school degree preferred.
- Ability to multi-task and experience working in a fast-paced environment
- Strong verbal and written communication skills
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.
Physical Requirements: This position requires the ability to remain in a stationary position, often standing or sitting for prolonged periods. The ability to move about to accomplish tasks. Adjusting or moving objects up to 20 pounds in all directions. Communicating verbally and written word with others to exchange information. Exposure to a standard office environment with average room temperatures with no adverse environmental conditions expected. Ability to travel within the continental USA via plane or car as required.
Benefits
- 401k match
- Comprehensive group health, dental, vision benefits
- 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 anytime at the sole discretion of the Employer.
