IT Operations - Service Delivery Manager Data Warehousing, - Remote, USSlipstream IT, LLC • Durham, North Carolina, United States
IT Operations - Service Delivery Manager Data Warehousing, - Remote, US
Slipstream IT, LLC
- Durham, North Carolina, United States
- Durham, North Carolina, United States
À propos
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 Pharma Data Warehouse Service Delivery Manager (SDM) is a professional, technical project manager responsible for coordinating the delivery of consulting managed services to key enterprise customers by acting as the single point of contact for customer/stakeholders. The SDM plays a vital role in creating long-term customer relationships and acting as the bridge between the client and the technical resources/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
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
Required Qualifications
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.
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 may be 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.
Life insurance/LTD
Discretionary PTO
Slipstream 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 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.
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Compétences linguistiques
- English
Avis aux utilisateurs
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