About this role

As Biogen’s Service Delivery Manager (SDM) key responsibilities will be to make sure that technical service delivery and support processes by our vendor partners and managed service providers consistently deliver an elevated level of service in an effective and cost-efficient manner.

The Service Delivery Manager is expected to clear any impediments that may slow down progress on operations, projects and initiatives and set the timelines on which services will be delivered. The SDM serve as an escalation point for operational issues, and single points of contact for projects, metrics, and improvement initiatives. 

Oversee Biogen’s external /internal service providers of network services directly and by Biogen which have network services oversight. Manage Telecommunications Service providers, Managed Service providers (MSP), Cloud Service providers, and Networking hardware lifecycle services (hardware maintenance, licensing) relative to service delivery to ensure that services provided comply with contractual agreements and meet Biogen’s needs. This role will report to the Director, Network Services.  

What you'll do

• Transport Management: plan, devise, telecommunications equipment, networks, and systems, including voice, data, satellite, microwave, digital data systems, etc. Identify the requirements and plan the projects for determine the cost of equipment, devices, and services. 
• Vendor & MSP Management: Act as the point person with regards to the functional engagement with Biogen’s vendor partners and Managed Service partners via a variety of tasks, of processes and functions for the purpose of improving operations and reducing budgetary expenditures such as monitoring progress, tracking SLA’s KPIs (Key Performance Indicator),  
• Developing/Managing Relationships: Engage and develop relationships with the right functional partners (e.g., IT (Information Technology) and other Steering Committees and subject matter experts. Manage and build trust in these relationships. 
• Understanding & Translating: IT business functions and strategy and effectively translate these into opportunities and requirements for technology solutions. > Supporting Demand Services  
• Anticipating & Influencing: Proactively anticipate business needs to shape demand for IT services. > Supporting Demand Services  
• ·Service delivery role will oversee a variety of tasks, such as monitoring progress, tracking SLA’s KPIs, and financial impacts. 
• Support Network Operations with effective reporting i.e., capacity, and utilization, availability metrics, and improvements 
• Analyze third-party and internal processes by aligning with the Director of Network Services by creating/implementing strategies for service delivery optimization 
• Support Integration of platform roadmaps developed by other enabling IT functions with business partners to align IT capabilities with functional demand for IT services 

Who you are

As Biogen’s Service Delivery Manager, you are analytical and have strong problem-solving and troubleshooting skills.

Required Skills:

Minimum Experience Requirements: 

• Bachelor's Degree in or relating to computer or information science, such as network and system administration, computer engineering, or electrical engineering or demonstrated work experience 
• Understanding of the Pharmaceutical/Biopharma industry landscape of vendors and technology 
• Minimum of 7-10 years working in the Pharma/biopharma industry in an IT Role 
• Proficiency in leading both physical and virtual teams 
• Ability to manage and prioritize tasks efficiently 
• Demonstrated ability to work and influence at multiple levels within mixed organization 
• Solid analytical, problem-solving, and troubleshooting abilities. 
• Solid resource planning and problem-solving skills 
• Minimum of 5 years working for or with a managed service provider in IT 
• Working knowledge of Network & Security engineering 

Preferred Experience Requirements: 

• Minimum of 5 years working in or with telecom and/or Information technology industry 
• Strong background in network services equipment(hardware) and provider maintenance and licensing services 
• Working knowledge of cloud services (AWS (Amazon Web Services), Google cloud)  
• Strong written and verbal communication skills with the demonstrated ability to work and influence at multiple levels. 
• Understanding of ITIL (Information Technology Infrastructure Library) principles 
• Experience in dealing with third party-provided services 
• Exceptional customer-facing skills In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery 
• Readiness to demonstrate a proactive attitude 
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews 

Why Biogen?

Our mission to find therapies for neurological and rare diseases is a unique focus within our industry and this shared purpose is what connects us as a team. We work together to overcome obstacles and to follow the science. We are resilient as we strive to make an impact on our patients’ lives and on changing the course of medicine. Together, we pioneer. Together, we thrive.

Diversity is key for the survival of our ecosystem. I believe it is the single most important factor for a balanced flourishing environment where everyone thrives.”

• Guy Hadari – Chief Information Officer- Biogen

All your information will be kept confidential according to EEO guidelines.