Service Delivery Manager, Health Data PlatformsTower Point, 6th Floor, 27-43 Wormwood Street, Boston, MA 02210, United States of America
The PA Health Data Platforms team is looking for an experienced Service Delivery Manager to drive our front-line and advanced service desk operations and strategy. By applying ingenuity to the building of data platforms for the clinical and biopharmaceutical community, PA aspires to change the course of care across the medical spectrum.
Your day to day:
Manage the service desk for a portfolio of registry and data services, all of which handle sensitive protected health information (PHI) and are subject to strict privacy and security standardsEnsure delivery of service that meets or exceeds our SLA commitmentsCollaborate with software and data engineering leads to prioritize issues and communicate status to PA and client leadershipBe the "air traffic controller" for the service operation - evaluate incoming issues and ensure they are properly handled by prioritizing, characterizing, and contextualizing them; assign issues to appropriate personnel and track through resolutionEnsure that all support workflows and content comply with privacy and security guidelinesManage a service delivery team that will include L1 support as well as dotted-line to L2 and L3 engineersCoach L1 service engineers to handle complex customer and client interactions, including both technical and domain-specific contentIdentify, track, and report on KPIs for service delivery across the project portfolioPrimary interactions will be with technical personnel, but direct communication with clients will be requiredOffer wide-ranging customer service to users of the portfolio services, many of whom are physicians or scientific personnel; quickly understand and determine the correct course of action for a variety of customer needsWhat you bring:
5+ years managing an IT service desk for a complex B2B software platform or service, preferably in a regulated domainExperience simultaneously managing L2/L3 service for multiple products or accountsExperience providing frequent overviews of service delivery state to both technical and non-technical stakeholdersExperience identifying and mitigating risk in service delivery against firm commitments and constraintsStrong organizational skills to keep the service desk operating efficiently and identify opportunities to optimize processes and toolsStrong communication skills to explain problems and their solutions to customers and internal stakeholdersExperience configuring and maintaining multiple projects on service management software (e.g. Jira Service Management)Bachelor's degree required; advanced degree a plusAdditional informationGroup medical insurance
Health Savings Account with company match
Teladoc and informed Nurse line resources
Long term care plan
Vision plan
401(k) Savings Plan with company profit sharing contribution
Commuter and Parking tax-savings benefit
15 days paid vacation days with the opportunity to buy five additional days
Company and Voluntary income protection benefits
Gym and health incentive reimbursement
Pet and legal insurance Plans
Employee Assistance Plan
Annual performance-based bonus
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