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Service Delivery Manager
position and advance your career in the
Biotech industry today.
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Service Delivery Manager : MedImmune, LLC.
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| Job Number |
01802 |
| Employee Type |
Full Time |
| Company Name |
MedImmune, LLC. |
| Location |
Gaithersburg
Maryland
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| Salary (year) |
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| Start Date |
1/18/2010 |
| Industry |
Biotech |
| Job Type |
Information-Technology |
| Relocation |
Not Required |
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MedImmune, LLC.
View all jobs from MedImmune |
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| What Does Your Boss Say About You? |
| Description |
Description
Major Duties and Responsibilities:
Manage service delivery of Infrastructure tools, technologies, and solutions supported by IT Shared Services. Work with service providers to ensure service delivery meets business needs in line with the agreed service levels. Rigorously manage performance and operational risks.
Technology Services Managed: Cisco CallManager, Cisco Unity, Cisco Unified Communications Services, Cisco Emergency Responder (CER), Right Fax, Conferencing – Voice and Video
Responsibilities
• Lead Problem Management through Problem determination, isolation, and resolution of complex problems surrounding tools and technologies in the area of Infrastructure associated with Telephony, Unified communications, and Enterprise Fax services which are in use within the enterprise, working with appropriate service providers
• Development and tracking of appropriate metrics such as SLAs, OLAs and SLOs for the scope of services associated with this area
• Interface with clients, users, and service providers as necessary to plan and action on Service Delivery risks and issues with remedial actions ensuring accomplishment of satisfactory levels of service
• Drive service delivery cost reductions while maintaining/improving service delivery
• Coordination, validation, verification, and approval of Request for Changes (RFCs) associated with changes to telephony and unified communications within the enterprise
• Develop and implement proactive methods to identify, track and resolve issues/risks for services being delivered
• Identify improvements to services and service levels with appropriate approvals to implement such improvements
• Identify, develop, and implement retirement plans for products/services that are end-of-life
• Robustly document all pertinent information for risks and issues within the services environment and appropriate action plans
• Development of requirements, engaging, recording, tracking of Request for Services (RFS) with the appropriate vendors for new or changes to requirements for new or current set of services
• Provide oversight to the administration and management of the DID/Phone# database
• Administer the CER and NENA (National 911 – ALI Database) for the enterprise
• Perform regular reconciliation of licenses used in Telephony services and maintain license compliance
• Identify and propose business cases for tools and technologies in the area of Telephony, Enterprise Fax, and Unified Communications Services to support enterprise functions and/or End-User-Services
• Coordinate the development of Strategy, plan, and deployment of new Telephony products, Unified communications products, and Conferencing that are approved for deployment within the enterprise
About the Organization
My company shares my
passion for helping to improve human health around the world."
"This is My MedImmune."
Those who join MedImmune feel a sense of ownership about their future. They thrive with a recognized leader in the biotechnology industry and the wholly-owned subsidiary of AstraZeneca plc.
Here, you will join passionate professionals who advance science, technology and medicine to develop products designed to help people live better lives. You will excel in an environment characterized by respect, integrity and growth opportunities…that encourages both individual contribution and collaborative entrepreneurial thinking. Our products and/or product candidates are designed to address areas of need in infection, oncology, respiratory disease and inflammation, cardiovascular/gastrointestinal disease and neuroscience. Explore a MedImmune career as we strive to better more lives, more often, around the world.
Company Information
MedImmune, LLC. is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, veteran status, or any other characteristic protected by federal, state or local law.
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| Requirements |
Position Requirements
Experience:
• 6+ years experience working in IT, with at least 3 - 5 years of experience in service delivery management/service management with specific emphasis on problem and change management
• Proven ability to influence cross functional teams without formal authority.
• Superior problem solving, communication and negotiation skills including effective leadership and planning capabilities.
• Strong teamwork, interpersonal skills and problem solving skills required.
• Established ability to present and explain technical information in a way that establishes rapport, persuades others, and gains understanding
• Experience in IT service delivery/service management within Regulated Healthcare/Pharma/Bio-sciences environments
• Experience or demonstrated robust understanding of implementation/support of enterprise-wide infrastructure, networking, and VoIP Telephony (preferred CISCO)
Supervision: Independent contributor. Will be required to manage service delivery provided by vendor personnel and matrix delivery teams.
Educational Requirements
Education: BA/BS Degree; (Computer Science, Information Systems, Business, Engineering or associated technical field) or equivalent experience + education.
Technical certifications in ITIL/Service Management, Six Sigma, and Cisco VOIP/Telephony related products, a plus.
MedImmune does not accept non-solicited resumes or candidate submittals from search/recruiting agencies not already on MedImmune’s approved agency list. Unsolicited resumes or candidate information submitted to MedImmune by search/recruiting agencies not already on MedImmune’s approved agency list shall become the property of MedImmune and if the candidate is subsequently hired by MedImmune, MedImmune shall not owe any fee to the submitting agency.
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