2041 - Senior Service Delivery Manager

Job Overview
Oversee and manage the technical operations (and workload of technical resources) of a customer’s data solution. Ensure all operational work is completed in accordance with SOPs, policies and practices, and as per client statement of work (SOW).

Essential Functions

• Act as single point of contact (SPOC) for client and technical teams
• Manage support team and activities vis-à-vis client and company statement of work (SOW); track and manage service level agreements (SLA)
• Manage support ticket queue work; assign tickets to technical resources, and work to ensure timely execution and closure of support tickets.
• Ensure solution uptime and continuity in conjunction with technical team; develop the operational protocols to ensure SOW is met.
• Interface with client on ticket assignments, priorities, work pipeline, and technical concerns
• Generate and deliver required reports as per SOW
• Create, track and report on operational timelines and activities
• Be able to obtain business knowledge of the solution(s); be able to speak to client and explain technical functions in business terms
• Produce and distribute status, tracking, and financial reports for internal team members, client members, and senior management.
• Monitor and coordinate efforts of cross-functional project teams and project resources within and outside the organization.
• Prepare and present operations and solution information at internal and external meetings.

Additional Functions as Requested

• Participate in proposal development and sales/proposal presentations.
• Lead problem solving and resolution efforts.
• Manage project budgets and approval of invoices.
• Produce and distribute reports and presentation materials.
• Provide input into project proposals and RFPs
• Train and mentor junior Manager staff.
• Partner with other managers to develop and implement process improvements
• Ensure that work is conducted in compliance with standard processes, policies and procedures and meets project timeline metrics.
  

Job Qualifications

• Bachelor's Degree required; business, business management, computer science
  • or 5 years of related experience Required
  • or Equivalent combination of education, training and experience
• Strong communication, interpersonal, and customer service skills
• Established problem-solving skills
• Demonstrated ability to deliver results to the appropriate quality and timeline metrics
• Demonstrated ability to lead technical teams to identify solutions and diagnose issues
• Ability to work with minimal direction, understanding and delivering to client statement-of-work
• Strong software and computer skills, including MS Office applications
• Ability to establish and maintain effective working relationships with coworkers, managers and clients

Additional Experience preferred:

• Master Data Management (MDM, e.g. Reltio, Informatica)
• Extract, Transform, Load (ETL, e.g. Talend, Powercenter)
• Commercial Data Warehouse (CDW, e.g. Snowflake)
• Standard Query Language (SQL, e.g. SQL Developer, Toad)
• Ticket and Project Management Systems (e.g. ServiceNow, JIRA)

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.