Manager, Service Delivery Engineer

Job Overview

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).