Job Overview: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. This person will work closely with the IT Service Desk and IT teams to ensure effective collaboration and alignment. The successful candidate will bring strong experience in regulated environments, a customer-centric mindset, and the ability to support outcomes across functions while delivering measurable value through reliable technology solutions.
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.
Knowledge, Skills and Abilities (general & technical):Collaboration & Influence
- Ability to support cross-functional initiatives and contribute to outcomes with meaningful organizational impact.
- Strong communication skills with the ability to work effectively with business stakeholders, IT teams, vendors, and leaders.
- Proven ability to build partnerships, coordinate stakeholders, and help drive alignment in complex environments.
Operational Thinking
- Ability to balance day-to-day operational needs with longer-term service improvements.
- Strong business awareness with the ability to translate user and business needs into practical technology support solutions.
- Experience identifying and implementing innovative approaches to improve service delivery and organizational effectiveness.
Customer Experience
- Passion for delivering exceptional customer experiences.
- Ability to anticipate business needs and proactively develop solutions that improve productivity and satisfaction.
- Commitment to service quality, continuous improvement, and operational excellence.
Technical Expertise
- Deep expertise supporting enterprise collaboration technologies, cloud platforms, digital workplace services, and modern endpoint management solutions.
- Strong understanding of Security, Compliance, and GxP requirements within regulated environments.
- Experience leveraging service management frameworks, automation platforms, and analytics to improve operational outcomes.
Education & Experience Requirements:- 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.
Other Requirements (licenses, certifications, specialized training, and physical or mental abilities required):Travel 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.
Mental/Physical Requirements: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.
- Lifting and Carrying: Ability to lift and carry materials, including heavy items, as part of onsite meeting responsibilities (such as a Sales meetings or set up of a new site).
- Standing and Walking: Prolonged periods of standing and walking
- Manual Dexterity: Handling and operating equipment and tools.
People Management:This is an individual contributor role and does not have direct reports or formal people management responsibilities, although the role may support workload planning, coordination, and backup coverage for the Service Delivery Lead.
Travel Requirements:Primarily remote role with periodic on-site meetings in office. Must be able to travel domestically and internationally as needed.
Mental/Physical Requirements: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.
The base salary range for this role is
$127,700.00 - $159,600.00
Base salary is part of our total rewards package which also includes the opportunity for merit-based salary increases, short incentive plan participation, eligibility for our 401(k) plan, medical, dental, vision, life and disability insurances and leaves provided in line with your work state. Our robust time-off policy includes flexible paid time off, 11 paid holidays plus 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. Total compensation, including base salary to be offered, will depend on elements unique to each candidate, including candidate experience, skills, education and other factors permitted by law.
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.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
