IT Operations - Service Delivery Manager - Data Warehousing, - Remote, US

At Slipstream, 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 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
• Provides required engagement 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 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 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.