Manager, Service Delivery Engineer

Manager, Service Delivery Engineer

Sumitomo Pharma Co., Ltd., is a global pharmaceutical company based in Japan with operations in the U.S. (Sumitomo Pharma America, Inc.), focused on addressing patient needs in oncology, urology, women's health, rare diseases, cell & gene therapies and CNS. With several marketed products and a diverse pipeline of early- to late-stage investigational assets, we aim to accelerate discovery, research, and development to bring novel therapies to patients sooner.

We are currently seeking a dynamic, highly motivated, and experienced individual for the position of Manager, Service Delivery Engineer. This person should have an understanding of Good Manufacturing Practices (GMPs) and experience providing technical support in highly regulated or pharmaceutical/biotech facilities. A strong customer service mindset is the key to succeeding in this role. This person will play a lead role in ensuring our onsite Team is providing outstanding customer support, enhancing our Meeting Support program, and assisting in providing support at a L3 level, including to our Executive Leadership Team. This is an onsite opportunity, with the ability to work some days remote.

Job Duties and Responsibilities

Provide Tier 2 and Tier 3 support to our users via onsite, phone, email, and computer chat.

Field incoming requests to Information Technology via Service Management (ITSM) tool assignment group, e-mail, instant message, and in person to ensure courteous, timely and effective resolution of end user issues. Independently manage outstanding response to customers and management of your work ticket assignment.

Investigate and resolve incidents by troubleshooting issues and identifying root causes including installing and upgrading software, provisioning and supporting hardware, and configuring systems and applications in person or utilizing remote desktop control tools, as required.

Evaluate and maintain documented resolutions and analyze trends for ways to prevent future problems.

Provide Meeting Support to Executive Level team members utilizing outstanding customer service and strong experience supporting MS Teams conference rooms equipment. Crestron equipment experience a plus.

Alert the Service Delivery Team and Management to emerging trends in incidents.

Identify opportunities for automation, and assist with the development of automation through systems and processes to address those opportunities.

Responsibilities will focus on technical support for a multi-location corporation (remote and in person as required, including travel to Sales Meetings, if needed.) Supporting and troubleshooting equipment in corporate offices and for end users.

Configure, maintain, and troubleshoot VOIP systems, including Microsoft Teams Voice, and manage legacy POTS lines for reliable telephony services.

Collaborate with network teams to ensure QoS for voice traffic, perform number porting, and maintain compliance with E911 regulations.

Perform preventative maintenance, including checking and servicing of workstations, printers, mobile devices, and peripherals (as defined by scope)

Abiding by SLAs (Service Level Agreements) to manage end-user expectations.

Perform post-resolution follow-ups to help eliminate future requests.

Available nights and weekends for on-call rotations or emergencies.

Travel 10% to other offices when required.

Ability to lift up to 50 lbs when required.

Fluent English.

Key Core Competencies

Build relationships with key internal and customer contacts.

Maintain a customer service first mindset.

Attentive problem solver.

Strongly motivated, well-organized, and shows professional initiative.

Keen ability to recognize trends in incidents.

Ability to clearly present complete problem details and propose recommended solutions to management.

Understanding of importance of and compliance to Security and Compliance in IT environments.

Skilled in Microsoft Teams Voice administration, SIP protocols, and legacy telephony systems.

Ability to optimize voice traffic across LAN/WAN and ensure adherence to telecom regulatory requirements.

Effectively maintain time management and prioritization responsibilities across operational support and project deliverables.

Understanding of MS Teams Meeting Room equipment.

Experience supporting SaaS and Cloud Based applications.

Education and Experience

BS in Information Technology or related field.

5+ years of experience working within a GxP or highly regulated engineering environment.

Experience working with multi-tiered ticket handling/resolution systems.

Knowledge of basic computer hardware, including Lenovo Laptops and docking stations.

Experience with desktop and server operating systems, including Windows 11 and Server 2000+ Applications: Office 365 expertise, Active Directory, OKTA, ability to learn new applications quickly.

Takes ownership of assignments, can work both independently and as part of the team.

Ability to work in a fast-paced and challenging environment.

Excellent organization skills with the ability to manage multiple tasks simultaneously.

Exceptional written and oral communication skills.

Ability to work responsibly with minimal supervision and with a sense of urgency while maintaining the proper judgement on when to inform management on an issue and escalate concerns or customer escalations.

Knowledge of ITSM tool, preferably ServiceNow, for Incident and Problem management tracking.

Experience working with Microsoft 365 and Intune.

Experience working with Active Directory and Azure Active Directory for user and group management.

Experience working with Intune for device management.

Some familiarity with Okta or other forms of IdP (Identity Provider).

The base salary range for this role is $104,960 to $131,200. Base salary is part of our total rewards package which also includes the opportunity for merit-based salary increases, short incentive plan participation, eligibility for our 401(k) plan, medical, dental, vision, life and disability insurances and leaves provided in line with your work state. Our robust time-off policy includes flexible paid time off, 11 paid holidays plus additional time off for a shut-down period during the last week of December, 80 hours of paid sick time upon hire and each year thereafter. Total compensation, including base salary to be offered, will depend on elements unique to each candidate, including candidate experience, skills, education and other factors permitted by law.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Confidential Data: All information (written, verbal, electronic, etc.) that an employee encounters is considered confidential.

Compliance: Achieve and maintain Compliance with all applicable regulatory, legal and operational rules and procedures, by ensuring that all plans and activities for and on behalf of Sumitomo Pharma America (SMPA) and affiliates are carried out with the "best" industry practices and the highest ethical standards.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Mental/Physical Requirements: Fast paced environment handling multiple demands. Must be able to exercise appropriate judgment as necessary. Requires a high level of initiative and independence. Excellent written and oral communication skills required. Requires ability to use a personal computer for extended periods of time.

Sumitomo Pharma America (SMPA) endeavors to make its application process accessible to all. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact SMPA at reasonableaccomodations@us.sumitomo-pharma.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

At Sumitomo Pharma America, our work is guided by the Sumitomo Pharma mission, vision and values, which tie closely to our company's cultural pillars.

Our Mission: To broadly contribute to society through value creation based on innovative research and development activities for the betterment of healthcare and fuller lives of people worldwide.

Our Vision: For Longer and Healthier Lives, we unlock the future with cutting edge technology and ideas.