Job Description

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.

The team develops and maintains complex cloud-based 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 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
• 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 end-users
• 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 non-technical 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)

• Bachelor’s degree required; advanced degree a plus

• Experience working with physicians and other health professionals in an administrative capacity

• Experience with cloud-based 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 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
• 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 end-users
• 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 non-technical 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)

• Bachelor’s degree required; advanced degree a plus

• Experience working with physicians and other health professionals in an administrative capacity

• Experience with cloud-based 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 tax-savings 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 performance-based bonus

About us

We believe in the power of ingenuity to build a positive human future in a technology-driven 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 3,200 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.