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Sr Manager, IT Service Delivery - United States  

Alexion (company)

Posted on : 07 June 2017

Project Description

  • The incumbent will oversee delivery of global services or service technology to company’s employee and affiliate base.
  •  The successful candidate will establish policies designed to ensure consistently high service performance, monitor performance and evaluate customer feedback to develop quality improvement processes.
  • This is a senior role responsible for managing the overall and ongoing service delivery for complex global vendor relationships. 
  • Individual will establish functional business plans and technical project/program objectives to meet the short- and long-term goals and metrics of the organization.  
  • This individual applies expert subject matter knowledge to manage staff activities in solving most complex business/technical issues within established policies. 
  • The SDL has accountability for a large multi-department area(s) or location(s) with significant impact on business unit results and organizational strategy.


Communicate and manage externally regarding company's information technology services with significant complexity
  • Existing service delivery problems, including stakeholder feedback
  • Past performance, including service reviews, PIRs, and RCAs
  • Work in progress, including incidents, service requests, changes, and problems
  • Service descriptions and alignment of service delivery
  • Compliance and audit participation
  • Billings, including SLA penalties


Communicate and manage internally:
  • Work in progress, including incidents, service requests, changes, and problems
  • Overall customer status and satisfaction


Maintain and improve:
  • Configuration information, including CMBD information
  • Vendor runbooks
  • Escalation and vendor contact information
  • Letters of Authorization from third-party suppliers and maintenance contracts


Manage ITIL Change Management with significant complexity:
  • For all company performed changes
  • Awareness, understanding, and integration of company  business unit change activity and schedule
  • Initiate and manage all company  Problem Management activities


Identify, participate and as necessary escalate:
  • Opportunities for service delivery improvements, including process, procedure, and technical architecture
  • Business unit concerns
  • SLA breaches
  • Recurring service delivery issues or systems performance issues
  • Customer-specific risks (risk reports)


Required Qualifications
  • Bachelor’s Degree (or higher) -OR- 4+ years professional work experience
  • 6+ years direct infrastructure or project management experience
  • 3+ years in an IT service delivery function
  • Availability to work European and Asia Pacific standard business hours
  • ITIL V3 experience or certification.
  • Technical knowledge of data center infrastructure, colocation, server, network and managed services offerings.
  • Excellent verbal and written communication skills.
  • Formal IT and business centric presentation skills for multiple levels of management.
  • Demonstrated ability to work with multiple large customer accounts at the same time.
  • If the needs of the business dictate, perform tasks outside normally scheduled business hours.


 About Us: 
  • Our company is a global biopharmaceutical company focused on developing and delivering life-transforming therapies for patients with devastating and rare disorders. Our company  developed and commercializes the first and only approved complement inhibitor to treat patients with paroxysmal nocturnal hemoglobinuria (PNH) and atypical hemolytic uremic syndrome (aHUS), two life-threatening ultra-rare disorders.  
  • As the global leader in complement inhibition, our company  is strengthening and broadening its portfolio of complement inhibitors, including evaluating potential indications for eculizumab in additional severe and ultra-rare disorders.  
  • Our company's metabolic franchise includes two highly innovative enzyme replacement therapies for patients with life-threatening and ultra-rare disorders 
  •  In addition, our company is advancing the most robust rare disease pipeline in the biotech industry, with highly innovative product candidates in multiple therapeutic areas