Senior Manager, Service Delivery Engineer (100703)

Sumitomo Pharma•Marlborough, MA

4d•Remote

About The Position

The Senior Manager, Service Delivery Engineer is part of Sumitomo Pharma America’s Service Delivery Team and reports to the Director, Service Delivery Lead. The position serves as a key partner and backup to the Service Delivery Lead, supporting Level 3 service delivery operations, continuous improvement initiatives, and collaboration with business and IT partners to align technology services with organizational needs. The role provides hands-on expertise in end-user computing, collaboration technologies, and service management. It supports initiatives to improve operational efficiency, service quality, compliance, and user satisfaction, working closely with the IT Service Desk and IT teams. The position is primarily remote, with periodic on-site meetings and travel to company sites as needed for meeting support; approximately 10% travel is anticipated. This is an individual contributor role without direct reports or formal people-management responsibilities, though it may support workload planning, coordination, and backup coverage for the Service Delivery Lead.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related discipline is preferred.
At least 6 years of progressive experience in IT Service Delivery, End User Services, or Digital Workplace operations.
At least 3 years supporting teams, programs, or service delivery initiatives in a GxP-regulated or highly regulated environment.
Demonstrated success supporting cross-functional initiatives and contributing to process improvements.
Strong experience with IT Service Management platforms; ServiceNow is preferred.
Expertise with Microsoft 365, Teams, Intune, Active Directory, Azure Active Directory, and modern workplace technologies.
Deep expertise supporting enterprise collaboration technologies, cloud platforms, digital workplace services, and modern endpoint management solutions.
Strong understanding of Security, Compliance, and GxP requirements within regulated environments.
Experience using service management frameworks, automation platforms, and analytics to improve operational outcomes.
Ability to support cross-functional initiatives and contribute to outcomes with organizational impact.
Strong communication skills and ability to work effectively with business stakeholders, IT teams, vendors, and leaders.
Ability to build partnerships, coordinate stakeholders, and help drive alignment in complex environments.
Ability to balance day-to-day operational needs with longer-term service improvements and translate user and business needs into practical technology support solutions.
Experience identifying and implementing innovative approaches to improve service delivery and organizational effectiveness.
Customer-centric approach, commitment to service quality and continuous improvement, and ability to anticipate needs and proactively develop solutions.
Proven ability to support complex operational environments while partnering with business and technology stakeholders.
Excellent communication, presentation, and stakeholder management skills; excellent written and oral communication skills are required.
Ability to exercise judgment, take initiative, and work independently in a fast-paced environment with multiple demands.
Ability to use a personal computer for extended periods.
Ability to lift and carry materials, including heavy items, and to stand and walk for prolonged periods as part of on-site meeting responsibilities.
Manual dexterity to handle and operate equipment and tools.
Ability to travel domestically and internationally as needed.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
Experience with ServiceNow.

Responsibilities

Support the Service Delivery Lead in executing service delivery priorities and maintaining strong end-user technology experiences across the organization.
Contribute, with direction from the Service Delivery Lead, to the roadmap for end-user technology services and support operations.
Help improve Service Delivery capabilities and align them with business objectives, compliance requirements, and industry best practices.
Establish and monitor service performance metrics and identify opportunities to improve user experience, operational efficiency, and service quality.
Support delivery against established service level objectives and business expectations, escalating risks and issues appropriately.
Serve as a backup escalation point for complex IT incidents and executive support needs, using troubleshooting skills and sound judgment.
Collaborate with the IT Service Desk, IT teams, business stakeholders, vendors, and leaders to support service delivery and alignment.
Support cross-functional initiatives and process improvements that improve service delivery and organizational effectiveness.
Provide support for on-site meetings and site-related needs as required, including meeting support and setup activities.
Achieve and maintain compliance with applicable regulatory, legal, and operational rules and procedures.