Job Description

This role will act as a single point of contact, coordinating change, development, staffing and operational support activities with their dedicated MSP Provider (s) counterpart. The MSM will work follow through on queries from the MSP liaising back with a variety of IT team members to chase down and expedite issues. The MSP Services Manager (MSM) is accountable for engaging, prioritizing, forecasting, expediting, monitoring and ensuring quality delivery of MSP contracted services for a specific portfolio of applications or infrastructure. The MSP services that MSM will be responsible for include, support, maintenance, enhancements, staff augmentation and project services.

WHAT YOU’LL DO

• Act as the MSP delegate on behalf of IT portfolio leads to communicate demand for services and mange issues/risks associated with service delivery.
• Capture, prioritize, and forecast demand for MSP services.
• Provide technical guidance to the MSP for specified portfolio of services.
• Provide oversight to the MSP provider relationship for end-to-end service delivery and ensure that the needs of internal IT “customers” are understood and responded to.
• Monitor metrics and proactively resolve issues and problems with service delivery, quality, process, resources, and performance.
• Manage staff augmentation, enhancement and project requirements and ensure alignment to financial commitments.
• Adhere to well-defined governance structure of service delivery activities.
• Perform regular reviews with ITSO’s and IT management to analyze service effectiveness and identify improvement opportunities.

WHO YOU ARE

You have a passion for IT operations and driving continuous improvement.  You possess excellent communication and project management skills, with the ability to manage multiple stakeholders and prioritize competing demands. You should have a strong understanding of performance management, service delivery management, with experience in working with managed service providers. A collaborative and team-oriented mindset, with the ability to work independently and take ownership of initiatives, will be essential to succeed in this role.

Qualifications

REQUIRED SKILLS

• MSP Service Delivery Operations - Application Development and Delivery
• MSP Service Delivery Operations – Infrastructure SLA Management
• Application Support
• Requirements Definition and Management
• Demand Management
• Project Management
• Financial Management
• Project Quality Management
• Incident Management
• Problem Management
• Technology Service Management
• 10+ years in IT Operations, Partner Management, and/or IT Service Delivery

PREFERRED SKILLS

• Availability Management
• Risk Management

Additional Information

“Diversity is key for the survival of our ecosystem. I believe it is the single most important factor for a balanced flourishing environment where everyone thrives.”

• GUY HADARI – CHIEF INFORMATION OFFICER- BIOGEN

All your information will be kept confidential according to EEO guidelines.

WHY BIOGEN?

Our mission to find therapies for neurological and rare diseases is a unique focus within our industry and this shared purpose is what connects us as a team. We work together to overcome obstacles and to follow the science. We are resilient as we strive to make an impact on our patients’ lives and on changing the course of medicine. Together, we pioneer. Together, we thrive.

At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.