Radius Health, Inc.

Service Delivery Manager

US-MA-Waltham
5 days ago
Job ID
2017-1658
# of Openings
1
Category
Information Technology

Overview

 

Radius Health is a science-driven fully integrated biopharmaceutical company that is committed to developing and commercializing innovative therapeutics in the areas of osteoporosis, oncology and endocrine diseases. Radius’ lead product, TYMLOS™ (abaloparatide) injection, was approved by the U.S. Food and Drug Administration for the treatment of postmenopausal women with osteoporosis at high risk for fracture. 

The IT Service Delivery Manager(SDM) oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations with the business and drive the IT support teams to achieve those expectations to a high standard. This person will also manage all IT Operations related vendors and they will ensure the services being provided by the vendors is consistently meeting defined OLA’s and SLA’s.

Responsibilities

 

Essential Job Responsibilities:

  • Maintain high performing service support functions including Infrastructure Managed Service, IT Service Desk, Desktop support, SharePoint support and VIP Support
  • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
  • As owner of the escalation process the SDM will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed,
  • Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
  • Drive internal and third-party service review meetings covering performance, service improvements, quality and processes, provide regular and accurate management reporting on IT Service performance
  • Creation and management of release management plans for all IT Operations applications
  • Ownership of License Management for all IT Operations applications
  • Complete understanding of the IT Operations support budget in place as well as provide input to all budget planning efforts, ownership of the invoices and contract review process related
  • Involved in on-going audit processes and key contact for IT working with outsourced vendors to ensure all needs are met
  • Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

 

  • Responsible for managing/prioritizing Change Requests - Organizing and running the Change Advisory Board (CAB) on a rotation basis  

Technical:

  • Technical understanding of the various outsourced services i.e.; Office 365, Server Hosting, Monitoring, telecoms, security, SharePoint
  • Continually monitors software releases (SaaS, Cloud-hosted, and/or COTS installed software) to assess the changes, define the impacts, and plan appropriately for any regression testing (validation impact where applicable), business/user communications, training, and any operational impacts associated with the changes
  • Oversee the desktop computing environment to ensure that laptops, iPads and other access devices are built and maintained to high standards of performance and security
  • Ensure the patching and anti-virus updates are carried out promptly, effectively and in accordance with the Patch management process
  • Work closely with IT Operations team to evolve standards for hardware, software and security
  • Oversee key processes such as AD admin, asset management, license management, image management, on/off boarding

Meeting Support:

  • Deliver excellent Presentation and Audio-Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability
  • Ensure that training services are in place to educate staff on how to use the meeting room and collaboration technology effectively
  • Manage all meeting related vendors

Qualifications

 

 

Experience and Qualifications:

  • Bachelor’s Degree and/or qualification in an IT related discipline or equivalent technical and business experience.
  • Service delivery management experience with a proven track record of strong client relationships and high customer satisfaction obtainment
  • Ability to effectively monitor and manage multiple services, Statements of Works and operational excellence.
  • Ability to analyze data to produce and present executive level reporting for weekly operations meetings, monthly and quarterly business reviews.
  • Excellent customer service, problem solving and conflict resolution skills.
  • Experience with IT Operations, Remote Infrastructure Management, Service Desk, deskside, IT asset management and workstation management environments.
  • Exceptional analytical and process improvement skills. ITIL Process certified or equivalent knowledge in Incident, Request, Problem, Change, Configuration and Major Incident Management.
  • Proven experience managing subcontractors to meet and deliver to SLAs.
  • Team player with outstanding interpersonal and communication skills with the ability to manage resources in a matrix organization and motivate others to perform above normal expectations.

Detailed oriented with the ability to manage multiple issues at one time with exceptional follow

 

Radius Health, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Radius Health, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

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