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

Role Overview

The Pharma Data Warehouse Service Delivery Manager (SDM) is a technical project manager responsible for coordinating delivery of consulting managed services to enterprise customers. You act as the single point of contact for customers and stakeholders, bridging them with Slipstream’s delivery teams to maintain high service performance and long-term relationships.

Responsibilities

• Manage data management services across multiple Slipstream clients, including data warehousing and master data management
• Oversee governance and delivery across:
  • service management
  • incident and change management
  • continual service improvement
  • onboarding and workflow
  • dashboarding and reporting
  • financial performance
  • customer satisfaction
• Lead/coordinate a virtual team (off-shore and on-shore) supporting platforms that consume, cleanse, aggregate, and publish pharmaceutical data
• Manage service requests and incidents for assigned accounts in line with contractual SLAs
• Serve as liaison between Slipstream support and client stakeholders
• Monitor and communicate change control procedures; initiate escalation for issue resolution
• Prioritize incidents and service requests with the client
• Confirm SLAs are met and generate/disseminate SLA reports and required status/escalation reporting
• Manage the enhancement queue and budget

Requirements

• Experience with customer engagement and reporting service/operations metrics to track progress
• SharePoint and/or ServiceNow ticketing systems experience (SharePoint/ServiceNow is specifically required; related experience preferred)
• Clear, concise communication; strong organizational skills; attention to detail
• Experience with remote access tools: LogMeIn, TeamViewer, and/or Take Control
• Knowledge of Active Directory, Azure, O365, MFA, SSO, plus networking and server concepts
• Understanding of service ticket metrics and KPIs
• Ability to multi-task in a fast-paced environment
• Strong verbal and written communication skills and relationship-building ability

Nice to Have

• Knowledge of pharmaceutical business processes and data