IT Service Delivery Manager of Vendor Services (MSP)

Our Work Matters

At Kindeva we make products that save lives, ensuring better health and well-being for patients around the world.

The Impact You Will Make

This is an exciting opportunity as an I T Service Delivery Manager of Vendor Services (MSP) that will lead the MSP integration for the Service Delivery team. Oversee the transition of services to a 3rd party MSP, ensuring a seamless transition. This individual will Provide strategic vision and leadership for maintaining and analysis pertaining to service delivery metrics and KPIs to ensure performance against Service Level Agreements.

Role Responsibilities:

• Building partnerships across the company and liaising with the team leads to determine the company's services, delivery criteria and solutions for issues that may arise.
• Oversee MSP project planning, milestones and cross-functional team coordination to ensure seamless system connectivity.
• Contribute to broader IT Service Delivery directly through operational activities and process improvement projects.
• Maximize the efficiency and productivity of the service delivery function through extension process analysis and interdepartmental collaboration.
• Facilitate and manage the relationship between Kindeva and the MSP.
• Acts as the primary point of contact to resolve disputes, fostering collaboration and improving service delivery with the MSP.
• Drive initiatives to improve service quality, efficiency, and customer satisfaction
• Role Responsibilities:
• Own the onboarding of 3rd party vendor ITSM agents and services, verify they are trained and ready for operations at Kindeva.
• Manage relationships with external vendors and suppliers to ensure they meet their contractual obligations and performance targets.
• Build partnerships across the company and liaise with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
• Collaborate with IT system owners and IT business system owners to ensure all systems adhere to IT Service Management best practices and all relevant IT Service Management policies and procedures are followed.
• Collaborate with team members in Service Delivery on a rotating schedule to facilitate ITSM meetings - Change Management, Problem Root Cause Analysis and Incidents/Request Closure Issue.
• Oversee MSP project planning, milestones and cross-functional team coordination to ensure seamless system connectivity.
• Focusing on delivery and quality of the technical services.
• Possesses technical acumen to handle technical documentation, escalations or minor technical work.
• Proactively communicate with the MSP to ensure all metrics, SLAs, knowledge base articles, are monitored, updated and reacted to in a timely manner.
• Participate as a crisis management call as crisis manager during on call hours.
• Define service levels, ensure SLA compliance and act as a liaison between Kindeva and the MSP
• Regularly measure the MSP performance against SLAs and KPIs. Conduct regular reviews (weekly, bi-monthly, monthly and quarterly) to address any service deficiencies.

Qualifications:

• 10+ years of client-facing IT experience.
• 5+ years of experience in onboarding and managing an IT Managed Service Partner.
• Excellent interpersonal, supervision and coaching skills.
• ITIL certification or direct experience working within an IT Service Management framework required.
• Ability to stay calm under pressure, listen to client concerns and identify solutions to deliver the best outcomes.
• Strong project management skills.
• Strong understanding of Service Delivery processes and procedures.
• Strong understanding of vendor management processes and procedures.
• Ability to set strategies, synthesize information and effectively present to senior business and IT leadership.

California residents should review our Notice for California Employees and Applicants before applying.


The expected compensation range for this position represents a good faith estimate. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate's relevant knowledge, training, skills, work location, and/or experience. In addition, this position may be eligible for a range of benefits (e.g., Medical, Dental, & Vision, Health Savings Accounts, Flexible Spending Accounts, Disability Benefits, Life Insurance, Voluntary Benefits, Paid Absences, and 401k Benefits, etc.).

Kindeva does not accept unsolicited assistance from headhunters or recruitment firms for any of our job openings. Any resumes or candidate profiles submitted to Kindeva employees-regardless of format-without a valid, signed agreement and an approved job order from an authorized signatory in Talent Acquisition will be considered the sole property of Kindeva. No fees will be paid in the event that a candidate is hired as a result of an unsolicited resume or referral.

Equal Opportunity Employer:

Kindeva Drug Delivery is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state or local law.

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