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Project Manager/ITS Service Manager

Company: Yes M Systems
Location: Lowell
Posted on: November 20, 2020

Job Description:

Description ITS Service Manager ndash Patient Services ndash Rare Disease Job Title ITS Service Manager ndash Patient Services Job Summary Information Technology and Solutions is searching for a Salesforce.com Service Manager to assist in the delivery of Patient Services capabilities for Rare Disease. This position will oversee all aspects of service delivery striving toward operational excellence as well as successful project delivery. Ensures the set-up of the operational service modelframework and ensures its delivery according to agreements with service recipient representatives. Promotes service continuous improvement cycles in collaboration with the Service Owner and third parties. Job Description Responsibilities and Duties bull Act as primary point of contact to service recipients for escalation purpose bull Monitor the service recipient's satisfaction bull Publish return of experience reports to service owner for enhancement and improvement purpose bull Identify and propose service improvements opportunities bull Advise service recipients on best practices to maximize the benefit of the existing service bull Accountable for day-to-day service delivery for the related service components (i.e application, solution, platform, processes) bull Ensure the set up and monitoring of the operational activity according to agreements with the service recipients and governance representatives at the agreed level bull Key contributor of continuous improvement activities in case of SLA breach bull Coordinate contributor's activities involved in Service Delivery bull Ensure for capacity planning providing right inputs to operational teams bull Ensure integration and implementation of Service evolutions and enhancements bull Contribute on Service Contract setup and reviews according to with Service owner guidance bull Provide tangible inputs to design and improve the Financial Model of the Service bull Feed and contribute to the Service Line review bull Ensure the right configuration and settings of ITSM tools bull Responsible for security and regulatory compliance Main Competencies Job-specific Know How Proficiency Level bull Strong experience with Salesforce technologies is required to perform this job (Sales Cloud, Service Cloud, Pardot, Marketing Cloud). bull Experience with Salesforce coding, Configuration, and Salesforce Administration is a MUST bull Business acumen Business Partnering bull Compliance and Regulatory knowledge bull Cost Management bull Performance Management (KPI) Data analytics bull Vendor Management bull Specific technical expertise, Salesforce.com bull Advanced Service Management Transversal Skills Proficiency Level bull Interpersonal Communication Skills bull Problem Solving bull Advanced bull Transversal Collaboration Main Interactions bull ITS Service Line Leadership bull Service Ownership bull Infrastructure Service Delivery bull Domain Expertise bull DevOps engineering bull Business stakeholders bull Vendors strategic partners Experience bull At least 8 years of experience in a similar role. Interested candidates please share resume on Regards Shabana Pawaskar Yes-M Systems LLC 404 820 5958

Keywords: Yes M Systems, Lowell , Project Manager/ITS Service Manager, Other , Lowell, Massachusetts

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