What are the responsibilities and job description for the Service Delivery Manager, Health Data Platforms position at Astro Studios, Inc.?
Service Delivery Manager, Health Data Platforms
Tower Point, 6th Floor, 27-43 Wormwood Street, Boston, MA 02210, United States of America
Read on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application.
The PA Health Data Platforms team is looking for an experienced Service Delivery Manager to drive our front-line and advanced service desk operations and strategy. By applying ingenuity to the building of data platforms for the clinical and biopharmaceutical community, PA aspires to change the course of care across the medical spectrum.
Your day to day :
- Manage the service desk for a portfolio of registry and data services, all of which handle sensitive protected health information (PHI) and are subject to strict privacy and security standards
- Ensure delivery of service that meets or exceeds our SLA commitments
- Collaborate with software and data engineering leads to prioritize issues and communicate status to PA and client leadership
- Be the “air traffic controller” for the service operation - evaluate incoming issues and ensure they are properly handled by prioritizing, characterizing, and contextualizing them; assign issues to appropriate personnel and track through resolution
- Ensure that all support workflows and content comply with privacy and security guidelines
- Manage a service delivery team that will include L1 support as well as dotted-line to L2 and L3 engineers
- Coach L1 service engineers to handle complex customer and client interactions, including both technical and domain-specific content
- Identify, track, and report on KPIs for service delivery across the project portfolio
- Primary interactions will be with technical personnel, but direct communication with clients will be required
- Offer wide-ranging customer service to users of the portfolio services, many of whom are physicians or scientific personnel; quickly understand and determine the correct course of action for a variety of customer needs
What you bring :
Additional information
Group medical insurance
Health Savings Account with company match
Teladoc and informed Nurse line resources
Long term care plan
Vision plan
401(k) Savings Plan with company profit sharing contribution
Commuter and Parking tax-savings benefit
15 days paid vacation days with the opportunity to buy five additional days
Company and Voluntary income protection benefits
Gym and health incentive reimbursement
Pet and legal insurance Plans
Employee Assistance Plan
Annual performance-based bonus
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