Senior Manager, IT Service Delivery
at Applied Molecular Transport South San Francisco Position Summary :
AMT is focused on developing novel oral medicines to treat autoimmune / inflammatory, gastrointestinal (GI) and metabolic diseases.
Our deep understanding of epithelial biology and cell trafficking, combined with our expertise in biologic manufacturing and formulation, leads to a wealth of novel product opportunities for patients across indications and therapeutic areas.
AMT is seeking a Sr. Manager, IT Service Delivery who will take ownership of service desk operations, incident management, inventory management, and procurement.
In addition, the Sr. Manager, IT Service Delivery will be the subject matter expert in multiple disciplines of IT service delivery and day-to-day IT operations.
The ideal candidate should have proven experience in managing staff and providing exceptional customer service for end-users to ensure 24 / 7 / 365 operation in a high-growth enterprise environment.
This position will report to the Director, Information Technology.
Key Responsibilities :
- Build, develop, and manage a team of technical professionals responsible for IT service desk, VIP support, and constant service-related process improvement
- Take accountability for service delivery performance, meeting customer expectations, driving future demand, and maintaining internal SLAs
- Manage and ensure vendors / partners meet performance expectations and SLAs
- Ensure systems, procedures, and methodologies are in place to support outstanding service delivery and industry best practices
- Provide accurate and regular reports to management on performance of service delivery
- Collaborate with technical design teams to set standards for software, hardware, and security
- Conduct research and make recommendations on products, services, and protocols for service delivery
- Develop, implement, and maintain policies, procedures, and associated training plans in service delivery
- Communicate effectively with stakeholders at all levels of the organization
- Strive to constantly improve service delivery and operational availability
- Works with a minimal budget
Preferred Experience / Education :
- Preferred Bachelors Degree in Computer Science / Engineering, Management Information Systems, other related fields of study, or equivalent work experience
- Minimum five (5) years experience managing IT service delivery and operations
- Minimum five (5) years experience managing direct reports
Knowledge, Skills and Abilities :
- Demonstrated customer-facing operational experience in diverse enterprise-level environments
- Experience working in highly regulated laboratory environments
- Thoughtful leader capable of selecting and inspiring a team of IT professionals
- Exceptional breadth and depth of competency; ability to think strategically and operate tactically
- Ability to lift 50 lbs.
AMT is an equal opportunity employer. In accordance with applicable law, AMT does not discriminate in hiring or otherwise in employment based on race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE / AA / Vets.
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