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

Slipstream IT•Durham, NC

1d•Remote

About The Position

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. Slipstreams 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.

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.

Nice To Haves

Knowledge of pharmaceutical business processes and data is a plus.

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
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