Sumitomo Pharma America, Inc. · 2 hours ago
Manager, Service Delivery Engineer
Marlborough, MA
Full-time
Hybrid
Senior Level
$105K/yr - $131K/yr
5+ years expSumitomo Pharma America, Inc. is a global pharmaceutical company focused on addressing patient needs in various health domains. They are seeking a Manager, Service Delivery Engineer to lead the onsite team in providing outstanding customer support and technical assistance in a highly regulated environment.
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
Experience providing technical support in pharmaceutical/biotech GxP or other highly regulated facilities
Strong customer service mindset
Provide Tier 2 and Tier 3 support to 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
Independently manage response to customers and management of work ticket assignment
Investigate and resolve incidents by troubleshooting issues and identifying root causes
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
Alert the Service Delivery Team and Management to emerging trends in incidents
Identify opportunities for automation and assist with the development of automation
Responsibilities will focus on technical support for a multi-location corporation
Supporting and troubleshooting equipment in corporate offices and for end users
Configure, maintain, and troubleshoot VOIP systems, including Microsoft Teams Voice
Collaborate with network teams to ensure QoS for voice traffic
Perform preventative maintenance, including checking and servicing of workstations, printers, mobile devices, and peripherals
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
Build relationships with key internal and customer contacts
Maintain a customer service first mindset
Attentive problem solver
Strongly motivated, well-organized, and shows professional initiative
Keen ability to recognize trends in incidents
Ability to clearly present complete problem details and propose recommended solutions to management
Understanding of importance of and compliance to Security and Compliance in IT environments
Skilled in Microsoft Teams Voice administration, SIP protocols, and legacy telephony systems
Ability to optimize voice traffic across LAN/WAN and ensure adherence to telecom regulatory requirements
Effectively maintain time management and prioritization responsibilities across operational support and project deliverables
Understanding of MS Teams Meeting Room equipment
Experience supporting SaaS and Cloud Based applications
5+ years of experience working within a GxP or highly regulated environment with at least 2 years of management skills
Experience working with multi-tiered ticket handling/resolution systems
Knowledge of basic computer hardware, including Lenovo Laptops and docking stations
Experience with desktop and server operating systems, including Windows 11 and Server 2000+
Applications: Office 365 expertise, Active Directory, OKTA, ability to learn new applications quickly
Takes ownership of assignments, can work both independently and as part of the team
Ability to work in a fast-paced and challenging environment
Excellent organization skills with the ability to manage multiple tasks simultaneously
Exceptional written and oral communication skills
Ability to work responsibly with minimal supervision and with a sense of urgency
Experience using an IT Service Management (ITSM) tool, preferably ServiceNow, for Incident and Problem management tracking
Experience working with Active Directory and Azure Active Directory for user and group management
Preferred
BS in Information Technology or related field
Experience working with Microsoft 365 and Intune
Benefits
Merit-based salary increases
Short incentive plan participation
Eligibility for our 401(k) plan
Medical, dental, vision, life and disability insurances
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