[Hiring] Senior Manager, Service Delivery Engineer @Sumitomo Pharma America, Inc.

Role Description

This position reports to the Director, Service Delivery Lead and is part of the Service Delivery Team, which provides outstanding IT support services to SMPA colleagues. The role serves as a key partner and backup to the Service Delivery Lead, supporting Level 3 Service Delivery operations, helping advance continuous improvement initiatives, and collaborating with business and IT partners to align technology services with organizational needs. This individual will provide hands-on expertise in end-user computing, collaboration technologies, and service management while supporting initiatives that improve operational efficiency, service quality, compliance, and user satisfaction.

Essential Functions Required for Job

• Support the Service Delivery Lead in executing service delivery priorities and maintaining strong end-user technology experiences across the organization.
• Contribute to the roadmap for end-user technology services and support operations, with direction from the Service Delivery Lead.
• Help improve Service Delivery capabilities, supporting alignment with business objectives, compliance requirements, and industry best practices.
• Establish and monitor service performance metrics, identify opportunities to improve user experience, operational efficiency, and service quality.
• Support delivery against established service level objectives and business expectations, escalating risks and issues appropriately.
• Serve as a backup escalation point for complex IT incidents and executive support needs, using strong troubleshooting skills and sound judgment.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related discipline preferred.
• 6+ years of progressive experience in IT Service Delivery, End User Services, or Digital Workplace operations.
• 3+ years supporting teams, programs, or service delivery initiatives within a GxP-regulated or highly regulated environment.
• Demonstrated success supporting cross-functional initiatives and contributing to process improvements.
• Strong experience with IT Service Management platforms, preferably ServiceNow.
• Expertise with Microsoft 365, Teams, Intune, Active Directory, Azure Active Directory, and modern workplace technologies.
• Proven ability to support complex operational environments while partnering with business and technology stakeholders.
• Excellent communication, presentation, and stakeholder management skills.

Requirements

• Primarily remote role with periodic on-site meetings in office as well as travel to SMPA sites as needed for Meeting Support. Anticipated 10% travel time.
• Must be able to travel domestically and internationally as needed.
• Fast-paced environment handling multiple demands is involved. 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.
• Ability to lift and carry materials, including heavy items, as part of onsite meeting responsibilities.
• Prolonged periods of standing and walking.
• Handling and operating equipment and tools.

Benefits

• Base salary range for this role is $127,700.00 - $159,600.00.
• Opportunity for merit-based salary increases.
• Short incentive plan participation.
• Eligibility for our 401(k) plan.
• Medical, dental, vision, life and disability insurances.
• Robust time-off policy including flexible paid time off, 11 paid holidays, and 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.

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, in accordance with applicable law.

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.

Equal Employment Opportunity

Sumitomo Pharma America (SMPA) is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

Accessibility

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 [email protected]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.