Service Delivery Manager, Health Data Platforms Tower 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 standards Ensure delivery of service that meets or exceeds our SLA commitments Collaborate with software and data engineering leads to prioritize issues and communicate status to PA and client leadership Be 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 resolution Ensure that all support workflows and content comply with privacy and security guidelines Manage a service delivery team that will include L1 support as well as dotted-line to L2 and L3 engineers Coach L1 service engineers to handle complex customer and client interactions, including both technical and domain-specific content Identify, track, and report on KPIs for service delivery across the project portfolio Primary interactions will be with technical personnel, but direct communication with clients will be required Offer 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 needs What you bring: 5+ years managing an IT service desk for a complex B2B software platform or service, preferably in a regulated domain Experience simultaneously managing L2/L3 service for multiple products or accounts Experience providing frequent overviews of service delivery state to both technical and non-technical stakeholders Experience identifying and mitigating risk in service delivery against firm commitments and constraints Strong organizational skills to keep the service desk operating efficiently and identify opportunities to optimize processes and tools Strong communication skills to explain problems and their solutions to customers and internal stakeholders Experience configuring and maintaining multiple projects on service management software (e.g. Jira Service Management) Bachelor’s degree required; advanced degree a plus Additional information Group 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 #J-18808-Ljbffr Astro Studios, Inc.
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