Sumitomo Pharma America, Inc. · 1 month ago
Manager, Service Delivery Engineer
US-MA-Marlborough
Full-time
Hybrid
Mid, Senior Level
$105K/yr - $131K/yr
5+ years expSumitomo Pharma America, Inc. is a global pharmaceutical company focused on patient needs in various health sectors. They are seeking a Manager, Service Delivery Engineer to provide technical support in a highly regulated environment, ensuring outstanding customer service and leading a team to enhance their Meeting Support program.
Pharmaceuticals
Responsibilities
Provide Tier 2 and Tier 3 support to our users via onsite, phone, email, and computer chat
Field incoming requests to Information Technology via Service Management (ITSM) tool assignment group, e-mail, instant message, and in person to ensure courteous, timely and effective resolution of end user issues. Independently manage response to customers and management of your work ticket assignment
Investigate and resolve incidents by troubleshooting issues and identifying root causes including installing and upgrading software, provisioning and supporting hardware, and configuring systems and applications in person or utilizing remote desktop control tools, as required
Evaluate and maintain documented resolutions and analyze trends for ways to prevent future problems
Provide Meeting Support to Executive Level team members utilizing outstanding customer service and strong experience supporting MS Teams conference rooms equipment. Crestron equipment experience a plus
Alert the Service Delivery Team and Management to emerging trends in incidents
Identify opportunities for automation, and assist with the development of automation through systems and processes to address those opportunities
Responsibilities will focus on technical support for a multi-location corporation (remote and in person as required, including travel to Sales Meetings, if needed)
Supporting and troubleshooting equipment in corporate offices and for end users
Configure, maintain, and troubleshoot VOIP systems, including Microsoft Teams Voice, and manage legacy POTS lines for reliable telephony services
Collaborate with network teams to ensure QoS for voice traffic, perform number porting, and maintain compliance with E911 regulations
Perform preventative maintenance, including checking and servicing of workstations, printers, mobile devices, and peripherals (as defined by scope)
Abide by SLAs (Service Level Agreements) to manage end-user expectations
Perform post-resolution follow ups to help eliminate future requests
Available nights and weekends for on call rotations or emergencies
Travel 10% to other offices when required
Ability to lift up to 50 lbs when required
Fluent English
Qualification
Required
5+ years of experience working within a GxP or highly regulated environment with at least 2 years of management skills required
Experience working with multi-tiered ticket handling/resolution systems required
Knowledge of basic computer hardware, including Lenovo Laptops and docking stations required
Experience with desktop and server operating systems, including Windows 11 and Server 2000+ required
Applications: Office 365 expertise, Active Directory, OKTA, ability to learn new applications quickly required
Takes ownership of assignments, can work both independently and as part of the team required
Ability to work in a fast-paced and challenging environment required
Excellent organization skills with the ability to manage multiple tasks simultaneously required
Exceptional written and oral communication skills required
Ability to work responsibly with minimal supervision and with a sense of urgency while maintaining the proper judgement on when to inform management on an issue and escalate concerns or customer escalations required
Experience using an IT Service Management (ITSM) tool, preferably ServiceNow, for Incident and Problem management tracking required
Experience working with Active Directory and Azure Active Directory for user and group management required
Fluent English
Ability to lift up to 50 lbs when required
Available nights and weekends for on call rotations or emergencies
Preferred
BS in Information Technology or related field is preferred
Experience working with Microsoft 365 and Intune preferred
Benefits
Merit-based salary increases
Short incentive plan participation
Eligibility for our 401(k) plan
Medical, dental, vision, life and disability insurances
Leaves provided in line with your work state
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
Company
Sumitomo Pharma America, Inc.
Sumitomo Pharma America (SMPA) is a science-based, technology-driven biopharmaceutical company focused on delivering therapeutic and scientific breakthroughs in areas of critical patient need in oncology, urology, women’s health, rare disease, cell and gene therapies and CNS.
Founded in 2023Marlborough, Massachusetts, US
1001-5000 employeesH1B Sponsorship
Sumitomo Pharma America, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (9)
2023 (14)
Funding
Current Stage
Late StageLeadership Team
Adele Gulfo
Chief Executive Officer, Biopharma Commercial
Myrtle Potter
President and Chief Executive Officer, Sumitomo Pharma America
Company data provided by crunchbase