IT Operations – Service Delivery Manager, Data Warehousing

Job not on LinkedIn

🕒 April 20

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Slipstream IT

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

💊 Pharmaceuticals

Healthcare • Pharmaceuticals • IT Services

Slipstream IT is a strategic partner specializing in redefining IT solutions for the life sciences sector. They offer a comprehensive range of services including IT strategy and consulting, cloud-based solutions, and IT support specifically tailored to healthcare and pharmaceutical companies. With a focus on streamlining IT management and enhancing compliance and quality, Slipstream provides expertise as a certified Veeva solutions provider, serving over 200 clients in the life sciences industry.

📋 Description

• 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

🎯 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.

🏖️ Benefits

• 401k match • Comprehensive group health, dental, vision benefits • Life insurance/LTD • Discretionary PTO