Service Delivery Manager

Summary – Service Delivery Manager with a technical background that is comfortable managing projects, and interacting with the business owners. Technical skills that are required is a rounded understanding of web frontend development, Enterprise reporting tools, data warehousing, and databases. Overall a firm understanding of how to build a solution well, and set it up to be a sustainable Enterprise service. Looking for about 10 years of experience. Pharma experience is an asset.

Job Description:  DSM - Global Portfolio Planning and Business Excellence

Service Delivery Manager with a technical background that is comfortable managing projects, and interacting with the business owners. Technical skills that are required is a rounded understanding of web frontend development, Enterprise reporting tools, data warehousing, and databases. Overall a firm understanding of how to build a solution well, and set it up to be a sustainable Enterprise service. Looking for about 10 years of experience. Pharma experience is an asset.

Knowledge/Competencies:

• Ability to influence and ensure efficient and effective delivery of operational plans
• Knowledge on customer service standards and ITSM processes
• Knowledge and experience defining and controlling SLAs, KPIs and contract management
• Significant experience working with virtual teams in a cross-functional organization.
• Demonstrates customer, quality, cost, and delivery focus
• Advanced analytical, problem-solving and decision making skills
• Interpersonal skills to interact and communicate effectively including Conflict Management

Technical Skills:

• Experience in an audited, or validated sytems environment.
• Core ServiceNow knowledge (Incident, Service Requests, Problem and Change)
• Strong understanding of frontend and backend development.
• Data Warehousing, ETL, and Reporting background (Snowflake, TalenD, and Tableau preferred)