Service Delivery Manager

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Job Description

Join our team and make an impact on patients’ lives

We strive to create an exceptional people experience for patients, communities, partners and employees. As a patient-focused, values-based, R&D-driven global biopharmaceutical company, we know our decisions and actions affect people’s lives. We look to our values of Takeda-ism, which incorporates Integrity, Fairness, Honesty and Perseverance, and Patient-Trust-Reputation-Business as a guide in our decision-making process to ensure we do what’s right – for our patients, our people and society.

We have a team of globally diverse colleagues who are committed to bringing Better Health to people and a Brighter Future to the world. Our success depends on fostering an inclusive environment where all employees are welcomed, empowered and inspired to use their unique voices and talents.

Working here, you will make a positive impact on people’s lives every day — including your own

THE OPPORTUNITY:

• Provide specialized expertise in service delivery activities related to Infrastructure, Development and engineering platform family (AIDE).
• Understand enterprise DD&T strategy, the available GDD&T platforms and services, and the roadmaps for these platforms and services.
• Define service vision and strategy that reflects customer and business needs, balancing long-term, overall solution direction, and short-term service availability and capability.
• Manage service SLAs, KPIs and OKRs and remain accountable to guide regional service owners through analysis and prioritization to ensure customer needs are met and customers are satisfied with services.
• Interlock with other Takeda teams to delivery consumer-obsessed service.
• Provide service insights to customers.

RESPONSIBILITIES:

• Supervise scoping, planning, and management of service delivery to customers; flex and manage capacity across delivery teams successfully scaling to meet customer demand.
• Uses new techniques, delivery experience and business experience to drive the enforce existing SOPs and develop new, efficient delivery processes.
• Influence the existing complex landscape by innovating, redefining and simplifying process and technology designs, propose and execute solutions to identified highly complex IT problems or process driven agile approaches.
• Develops services workflows and tracks operational metrics.
• Build and accelerate new capabilities delivering business outcomes in terms of speed to value as well as client satisfaction.
• Ensure new platform capabilities are properly introduced into steady operation.
• Work independently on tough problems with other team members and independently solve, with some guidance, very difficult technology problems.
• Demonstrates advanced tooling and techniques to other technical organizations throughout the company.

CORE ELEMENTS RELATED TO THIS ROLE:

• Oversee the delivery team which includes introduce of new services/capabilities from platform team and collaborate with the platform operations team and infrastructure solutioning services.
• Understanding of the Infrastructure, Development and Engineering platform family, including automation, well architected framework and ITLT v4 proceesses.
• Develop, manage and maintain the services that supports AIDE platforms.

REQUIREMENTS:

• Bachelor’s degree or equivalent experience.
• 10+ years of experience in IT Service Management, Operations, or relevant project work.
• Experience managing outsourced delivery teams as a virtual team lead.
• Experience managing operational oversight of third-party outsourcing firms and ITSM service level management, including ITLTv4
• Knowledge and Understanding of IAAS/PaaS Environments with a focused on AWS.
• Understanding of infrastructure as code, moderm patterns and site reliability engineering concepts.
• Ability to work in an agile and rapid changing environment with high quality deliverables.

MORE ABOUT US:

At Takeda, we are transforming patient care through the development of novel specialty pharmaceuticals and best in class patient support programs. Takeda is a patient-focused company that will inspire and empower you to grow through life-changing work.

Certified as a Global Top Employer, Takeda offers stimulating careers, encourages innovation, and strives for excellence in everything we do. We are committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda, and we welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team.

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