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Service Delivery Manager, IT Infrastructure

Employer
Moderna
Location
Cambridge, MA
Salary
Competitive
Closing date
Mar 8, 2020

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Discipline
Life Sciences, Biology
Job Type
Research Scientist
Organization Type
All Industry, Biotech

Job Details

The Role:

The Service Delivery Manager will be responsible for End User IT Support services including Service Desk/Deskside Support and Infrastructure support operations. S/he will focus on delivering exceptional end user experience with End user Computing and Collaboration services. The candidate will ensure that operations run as planned by achieving customer satisfaction and Service Level Agreements requirements, increasing productivity of users through problem resolution and continuous process improvements. Service Delivery Manager will collaborate with leadership to develop and maintain successful and high functioning, service minded team in support of Moderna's high growth. At Moderna, we work collaboratively as a team, boldly strive for excellence, are constantly curious and committed to ongoing learning and improvement and are relentless in our pursuit of the best talent in the industry.

Here's What You'll Do:
  • Ensure delivery of high quality technical support while increasing customer satisfaction
  • Manage the End User computing environment to ensure that laptops, desktops, phones and other end user devices are built and maintained to high standards of performance and security
  • Owner of the Incident, Request, Change and Problem Management processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
  • Identify and manage potential improvements and enhancement projects.
  • Provide regular and accurate management reporting on IT Service performance
  • Drive internal service review meetings covering performance, service improvements, quality and processes.
  • Stay current on developments within the IT industry and provide recommendations on ways to optimize speed, reduce cost, etc.
  • Respond to emergency issues during off hours


Here's What You'll Bring to the Table:
  • Bachelor's Degree or the equivalent combination of education and work experience
  • Solid technical background with Windows server infrastructure including experience with Active Directory, Windows 2008/2012/2016 Server, Office 365 and Cisco Networking Solutions
  • End user support experience in Windows and Mac environments; experience with performing laptop/desktop builds, fixes, repair, software installs & upgrades
  • Ability to manage technical support staff of different skill levels
  • Experience with ITIL Framework
  • Excellent attention to detail, customer service skills, multi-tasking skills, ticket management skills, written and verbal communication skills REQUIRED
  • Service Now and Cisco Webex experience a PLUS.
  • Working knowledge of gathering data, performing analysis and reporting
  • Ability to remain calm in emotionally-charged situations, while managing simultaneous and conflicting priorities in an effective manner
  • Experience with project management methodologies
  • Customer oriented with ability to listen to and anticipate needs of the customer
  • Must be able to set and manage customer expectations
  • Experience working in GxP environment and relevant GxP concepts, guidelines and regulations as they relate to systems qualification and application validation preferred.
  • Ability to quickly learn new or unfamiliar technology and products
  • Strategic, but also pragmatic, detail-oriented with a willingness to be hands-on
  • Ability to work split your time between our Norwood and Cambridge facilities.


Here's What We'll Bring to the Table:
  • Daily on-site catered lunches
  • Company-provided iPhone
  • Free parking, monthly subway pass or a subsidized commuter rail pass
  • Highly competitive healthcare coverage including: medical offered through BCBS (HMO/PPO), dental, and vision offered through VSP
  • Flexible Spending Accounts for medical expenses and dependent care expenses
  • 16 weeks of 100% paid parental leave for all new parents
  • 16 weeks 100% paid family caregiver leave
  • 20 weeks 100% paid medical leave
  • Adoption assistance and discounts to local childcare centers, as well as access to care.com
  • 401k (traditional and Roth offered) with 50% match on first 6% deferred. Match is vested immediately
  • A suite of Moderna paid insurance coverage, including: life insurance, short-term and long-term disability
  • Voluntary legal assistance plan
  • 15 days' vacation and 7 sick days per year, in addition to a discretionary winter shut down and 11 company paid holidays


Why join Moderna

At Moderna, we believe messenger RNA, or mRNA, is the "software of life." Every cell in the body uses mRNA to provide real-time instructions to make the proteins necessary to drive all aspects of biology, including in human health and disease. Given its essential role, we believe mRNA could be used to create a new category of medicines with significant potential to improve the lives of patients.

Headquartered in Cambridge, Mass., Moderna currently has strategic alliances for development programs with AstraZeneca, Plc. and Merck, Inc., as well as the Defense Advanced Research Projects Agency (DARPA), an agency of the U.S. Department of Defense; and the Biomedical Advanced Research and Development Authority (BARDA), a division of the Office of the Assistant Secretary for Preparedness and Response (ASPR) within the U.S. Department of Health and Human Services (HHS). Moderna has been ranked in the top ten of Science's list of top biopharma industry employers for the past four years. To learn more, visit www.modernatx.com .

Our Mission:
Deliver on the promise of mRNA science to create a new generation of transformative medicines for patients.

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Moderna is a smoke-free, alcohol-free and drug-free work environment.

Moderna is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation or any characteristic protected under applicable law. Moderna will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Company

Moderna is a clinical stage pioneer of messenger RNA (mRNA) Therapeutics™, an entirely new in vivo drug technology that directs the body’s cells to produces human proteins, antibodies and novel protein constructs, which are in turn secreted or active intracellularly. Founded in 2011, we are headquartered in Cambridge, Mass. 

Our Team and Mission

We currently have over 500 team members, an exceptional group of scientists and industry professionals who are wholly committed to advancing Moderna’s mission:  deliver on the promise of mRNA science to create a new generation of transformative medicines for patients.

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