Service Delivery Manager Health Data Platforms

The PA Health Data Platforms team is looking for an experienced Service Delivery Manager to drive our frontline 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.

The team develops and maintains complex cloudbased systems to store and deliver sensitive clinical data to physicians regulators and scientists. You will oversee the strategy and daily operations for the service desk that supports our entire portfolio of these systems with consistent delivery of L2/L3 service alongside various models for delivering L1 support. And you will have the opportunity to directly shape the future trajectory of service delivery in a growing business.

Your day to day (italics indicate preferred):

• 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 dottedline to L2 and L3 engineers
• Coach L1 service engineers to handle complex customer and client interactions including both technical and domainspecific 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 wideranging 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
• Collaborate with instructional and content designers to create training and reference material for technical products and services
• Manage curate and maintain a knowledgebase of said material for a variety of audiences including service desk operatives and endusers
• Evaluate tools and workflows and make recommendations for continuous improvement of internal service delivery processes

What you bring (italics indicate preferred):

• 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 nontechnical stakeholders
• Experience identifying and mitigating risk in service delivery against firm commitments and constraints
• Comfort developing an understanding of relevant topics in software engineering data and client relationships that will enable you to triage and direct the handling of complex issues
• Strong organizational skills both to keep the service desk operating efficiently but also to 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)
• Bachelors degree required; advanced degree a plus

• Experience working with physicians and other health professionals in an administrative capacity
• Experience with cloudbased clinical data registries electronic health records and/or regulatory databases
• Familiarity with service delivery within the ITIL 4 framework

Qualifications :

Your day to day (italics indicate preferred):

• 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 dottedline to L2 and L3 engineers
• Coach L1 service engineers to handle complex customer and client interactions including both technical and domainspecific 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 wideranging 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
• Collaborate with instructional and content designers to create training and reference material for technical products and services
• Manage curate and maintain a knowledgebase of said material for a variety of audiences including service desk operatives and endusers
• Evaluate tools and workflows and make recommendations for continuous improvement of internal service delivery processes

What you bring (italics indicate preferred):

• 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 nontechnical stakeholders
• Experience identifying and mitigating risk in service delivery against firm commitments and constraints
• Comfort developing an understanding of relevant topics in software engineering data and client relationships that will enable you to triage and direct the handling of complex issues
• Strong organizational skills both to keep the service desk operating efficiently but also to 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)
• Bachelors degree required; advanced degree a plus

• Experience working with physicians and other health professionals in an administrative capacity
• Experience with cloudbased clinical data registries electronic health records and/or regulatory databases
• Familiarity with service delivery within the ITIL 4 framework

Additional Information :

Benefits 

• Group medical insurance 

• Health Savings Account with company match 

• Teladoc and informed Nurse line resources 

• Long term care plan 

• Group dental insurance 

• Vision plan 

• 401(k) Savings Plan with company profit sharing contribution 

• Commuter and Parking taxsavings benefit 

• 15 days paid vacation days with the opportunity to buy five additional days 

• 10 paid Holidays plus 10 paid sick days 

• Company and Voluntary income protection benefits 

• Gym and health incentive reimbursement 

• Pet and legal insurance Plans 

• Employee Assistance Plan 

• Annual performancebased bonus 

About us 

We believe in the power of ingenuity to build a positive human future in a technologydriven world. 

As strategies technologies and innovation collide we create opportunity from complexity. 

Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further faster. Our clients adapt and transform and together we achieve enduring results. 

An innovation and transformation consultancy we are over 3200 specialists in consumer defence and security energy and utilities financial services government health and life sciences manufacturing and transport. Our people are strategists innovators designers consultants digital experts scientists engineers and technologists. We operate globally from offices across the UK US Europe and the Nordics. 

PA. Bringing Ingenuity to Life. 

Remote Work :

No

Employment Type :

Fulltime