Service Delivery Manger - US IT Commercial

Company: Alexion Pharmaceuticals
Location: Boston
Posted on: August 7, 2022

Job Description:

Some opportunities happen only once in a lifetime - like a job where you have the chanceto change lives. At Alexion, people living with rare and devastating diseases are our Guiding Star. We are driven to continuously innovate and create meaningful value in all we do to help patients and families fully live their best lives. We value the uniqueness and diversity of our employees and recognize that nurturing the diverse perspectives and strengths of our people translates into innovative breakthroughs for patients. This is what you will do: The IT Service Delivery Manager will focus on the Salesforce Healthcloud platform which supports Patient Services within the US Commercial Organization. They will be responsible for owning the day-to-day IT support of this platform and supported systems in use by the patient services organization. In addition, you will be responsible for coordinating the development and deployment of new enhancements, projects, and technologies in support of this organization. The service delivery manager will play a key role in identifying improvement and efficiency opportunities as well as identifying new capabilities based on operational challenges. They will have a voice to partner with the group they support to enhance and improve the ways of working. Additionally, the individual must be a self-starter with good communication and analytical, organizational, and influencing skills who will work to become a trusted partner within the Commercial organization and across IT. In this role, you will need to listen carefully to what is being said, identify the optimal solutions based on the best outcomes for the company. We are looking for an individual who can provide solutions to the root problems rather than symptoms. If you are the type of person who loves to tackle problems and build the right solutions - this role is for you! This person will report to the Sr. Manager, Commercial systems. You will be responsible for: Salesforce Support requests, incidents, and problems. Work closely with the offshore support team to address issues Coordinate urgent requests, acting as an escalation point for support issues when vital Analyze problems and request trends and data to eradicate the most common problems with the goal of eliminating all incidents. Craft and develop technical solutions to common problems and work with the Agile team to implement your solutions. Lead day-to-day operational aspects of the application swiftly resolving simple issues and collecting requirements for more significant improvements. Proactively identify areas of improvement and functional gaps in Salesforce Applications. Work on proof of concepts /High-level conceptual design with the team. Estimate projects and analyze the short and long-term impacts of various tactical options. Track applicable metrics to facilitate ongoing governance and continuous improvement of system solutions. Build dashboards within Service now to show performance over time striving to eliminate incidents and reducing the time incidents take to resolve. You will need to have: Strong working understanding of Salesforce record and field visibility based on profiles, roles permission sets, sharing settings, record level security, field level security, object-level security, group-based sharing, etc. Strong working knowledge of relational data models, data types, and relationships between data. Requires a good understanding of reporting requirements and experience building robust reports and dashboards that used by Stakeholders and Operations. Experience utilizing standard objects and custom objects Ability to adapt and respond effectively to change, delay, and or shifting priorities and goals Experience in working with a variety of stakeholders to understand business needs and translate into comprehensive goals and implementation plans Self-directed with the ability to work independently in a fast-paced environment. Strong written and verbal communication skills with the ability to interact with application owners and users The duties of this role are generally conducted in an office environment. As is typical of an office-based role, employees must be able, with or without an accommodation to: use a computer; engage in communications via phone, video, and electronic messaging; engage in problem solving and non-linear thought, analysis, and dialogue; collaborate with others; maintain general availability during standard business hours. We would prefer for you to have: Experience working in Health Cloud. Recommended 5-10 years of IT experience in functional areas Minimum of 5 years of experience with Salesforce Sales/Service Cloud Certified Administrator Certified Sales/Service Consultant Knowledge of relevant tools such as JIRA, Confluence, and ServiceNow. Bachelor's degree in information technology, computer science, or a related study. #LI-MB1 Alexionis a global biopharmaceutical company focused on serving patients and families affected by rare diseases and devastating conditions through the discovery, development and commercialization of life-changing medicines. Headquartered in Boston, Massachusetts, Alexion has offices around the globe and serves patients in more than 50 countries. Furtherinformation about Alexion can be found at: www.alexion.com . Alexion is proud to be an Equal Employment Opportunity and Affirmative Action employer. We are committed to fostering a culture of belonging where every single person can belong because of their uniqueness. The Company will not make decisions about employment, training, compensation, promotion, and other terms and conditions of employment based on race, color, religion, creed or lackthereof, sex, sexualorientation, age, ancestry, national origin, ethnicity, citizenship status, marital status,pregnancy, (including childbirth, breastfeeding, or related medical conditions), parental status (including adoption or surrogacy), military status, protected veteran status, disability, medical condition, gender identity or expression, genetic information, mental illness or other characteristics protected by law. Alexion has taken critical steps to protect colleagues, loved ones, and patients from COVID-19 and its variants. All US-based employees must comply with Alexion's COVID-19 vaccination mandate. Alexion provides exceptions based on applicable state law as well as reasonable accommodations to meet the needs of candidates and employees. To begin aninteractive dialogue with Alexion regarding a legally required exemption or accommodation, please contact accommodations@Alexion.com .Alexion participates in E-Verify. As a leading employer in our industry, Alexion offers a highly competitive package of base and incentive compensation as well as a comprehensive benefits program designed to support the health, wellness and financial security of our employees and their families. Benefits include group medical, vision and dental coverage, group and supplemental life insurance, 401(k) with company match, tuition reimbursement, and much more. AstraZeneca completed its acquisition of Alexion, marking the creation of Alexion, AstraZeneca Rare Disease. If you're interested in career opportunities with AstraZeneca, click here . Alexion participates in E-Verify process. To learn more, please click on attached document(s) English - Spanish Apply

Keywords: Alexion Pharmaceuticals, Boston , Service Delivery Manger - US IT Commercial, Other , Boston, Massachusetts