Job Description
Job Description Do you want to be part of an inclusive team that works to develop innovative therapies for patients? Every day, we are driven to develop and deliver innovative and effective new medicines to patients and physicians. If you want to be part of this exciting work, you belong at Astellas!
Astellas Pharma Inc. is a pharmaceutical company conducting business in more than 70 countries around the world. We are committed to turning innovative science into medical solutions that bring value and hope to patients and their families. Keeping our focus on addressing unmet medical needs and conducting our business with ethics and integrity enables us to improve the health of people throughout the world. For more information on Astellas, please visit our website at
This position is based in Northbrook, Illinois.
Purpose and Scope: The Service Delivery Manager is responsible for overseeing the delivery of IT services to clients, ensuring high levels of customer satisfaction and efficient operations. This role involves managing service teams, coordinating service activities, and maintaining strong client relationships to meet and exceed service level agreements (SLAs). The Service Delivery Manager ensures that all services are delivered consistently, efficiently, and to a high standard, and functions as the primary contact.
Essential Job Responsibilities: Service Management:
- Oversee the delivery of IT services to clients, ensuring adherence to SLAs and quality standards.
- Coordinate and manage service activities to ensure efficient and effective operations.
- Monitor service performance and implement improvements as needed.
- Taking ownership of critical incidents, coordinating with resolution teams, and establishing effective communication between stakeholders for post-incident reviews and Root Cause Analysis (RCA)
- Participates in audits, internal and external, as required
- Collaborate with Service Providers and 3rd party vendors for end-to-end service delivery
Client Relationship Management:
- Build and maintain strong relationships with clients to understand their needs and expectations.
- Act as the main point of contact for clients regarding service delivery issues and escalations.
- Conduct regular client meetings to review service performance and address any concerns.
Team Leadership:
- Lead and manage technicians and support staff.
- Provide guidance, training, and support to team members to ensure high performance.
- Conduct performance evaluations and identify opportunities for professional development.
Incident and Problem Management:
- Oversee the resolution of service incidents and problems, ensuring timely and effective solutions.
- Implement processes to prevent recurring issues and improve service reliability.
- Coordinate with technical teams to troubleshoot and resolve complex issues.
Service Improvement:
- Identify areas for service improvement and implement strategies to enhance service quality.
- Develop and maintain service improvement plans and monitor their progress.
- Stay current with industry trends and best practices to ensure continuous improvement.
Reporting and Documentation:
- Maintain accurate records of service activities, including incidents, service requests, Change Control and performance metrics.
- Prepare regular reports on service performance, client satisfaction, and improvement initiatives.
- Oversee and contribute to the documentation of service processes, procedures, and best practices for future reference.
Compliance and Security:
- Ensure compliance with company policies, Standard Operating Procedures, industry standards, and regulatory requirements.
- Ensures compliance with Good Manufacturing Practices (GMP)
- Monitor and enforce security protocols to protect client data and IT infrastructure
Requirements Qualifications: Required - Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field, or equivalent experience.
- 5+ years of experience in IT service delivery or similar role, with at least 2 years in a managerial capacity.
- Strong knowledge of IT service management (ITSM) frameworks, such as ITIL.
- Excellent customer service and relationship management skills.
- Strong leadership and team management abilities.
- Demonstrates initiative and flexibility
- Proficiency in incident and problem management.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and manage multiple tasks effectively.
- Accustomed to operating in a KPI driven environment
Preferred: •ITIL Foundation certification or higher.•Previous experience of working in cGMP environment •Experience with service management tools (e.g., ServiceNow).
- Familiarity with Microsoft products (e.g., Teams , OneDrive, M365, Server Operating systems, Azure).
Working Environment: This position will require on-site work and may require occasional evening or weekend work.
Benefits: - Medical, Dental and Vision Insurance
- Generous Paid Time Off options, including Vacation, Sick time, plus national holidays including Heritage Days, and Summer and Winter Breaks
- 401(k) match and annual company contribution
- Company paid life insurance
- Annual Corporate Bonus and Quarterly Sales Incentive for eligible positions
- Long Term Incentive Plan for eligible positions
- Referral bonus program
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Job Tags
Holiday work, Temporary work, Summer holiday, Afternoon shift,