Data Platform Service Manager

7 days ago


Boston, Massachusetts, United States PA Consulting Full time

About PA Consulting

We are a global innovation and transformation consultancy that helps clients adapt and transform in a technology-driven world.

As strategies, technologies, and innovation collide, we create opportunity from complexity. Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further, faster. Our clients achieve enduring results.

An innovation and transformation consultancy, we are over 3,200 specialists in various industries. We operate globally from offices across the UK, US, Europe, and the Nordics.

Job Description

Data Platform Service Manager (Salary: $120,000 - $150,000)

PA Consulting is seeking an experienced Data Platform Service Manager to drive our front-line and advanced service desk operations and strategy.

You will oversee the strategy and daily operations for the service desk that supports our entire portfolio of data platforms, with consistent delivery of L2/L3 service alongside various models for delivering L1 support.

Your day-to-day responsibilities:

  • Manage the service desk for a portfolio of registry and data services that 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
  • 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

Requirements

  • 5+ years managing an IT service desk for a complex B2B software platform or service, preferably in a regulated domain
  • Experience simultaneously managing L2/L3 service for multiple products or accounts
  • Experience providing frequent overviews of service delivery state to both technical and non-technical stakeholders
  • Experience identifying and mitigating risk in service delivery against firm commitments and constraints
  • Comfort developing an understanding of relevant topics in software engineering, data, and client relationships that will enable you to triage and direct the handling of complex issues
  • Strong organizational skills, both to keep the service desk operating efficiently but also to identify opportunities to optimize processes and tools
  • Strong communication skills to explain problems and their solutions to customers and internal stakeholders
  • Experience configuring and maintaining multiple projects on service management software (e.g. Jira Service Management)
  • Bachelor's degree required; advanced degree a plus

Benefits

  • Group medical insurance
  • Health Savings Account with company match
  • Teladoc and informed Nurse line resources
  • Long term care plan
  • Group dental insurance
  • 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
  • 10 paid Holidays plus 10 paid sick 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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