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Job Details


Bristol Myers Squibb

Manager, Service Delivery Management Site Services

Management

Management

No

Princeton, New Jersey, United States

At Bristol Myers Squibb, we are inspired by a single vision – transforming patients’ lives through science. In oncology, hematology, immunology and cardiovascular disease – and one of the most diverse and promising pipelines in the industry – each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.

At Bristol Myers Squibb, we are inspired by a single vision – transforming patients’ lives through science. In oncology, hematology, immunology and cardiovascular disease – and one of the most diverse and promising pipelines in the industry – each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.

Position Summary

IT Core Services delivers end-to-end IT services to our global Bristol Myers Squibb workforce when, where and how you need it. IT Site Services is a critical component of our IT Support Services global delivery model as the ‘face of IT’ when it comes to offering support through a variety of channels including a user centric bespoke IT Concierge offering. Besides this IT Site Services is partnering with BMS IT/Digital on delivering of all site-related digital capabilities and support services. We are servicing over 170 diverse company sites across the globe.

This Service Delivery Management role will assist with the responsibilities for all site-based IT capabilities for specific sites, working with Key Site Contacts as well as other suppliers to manage IT work at a site. It is accountable for site support functions at assigned sites performed by augmented or service partner staff. This role will assist with first point of contact for IT operational problems at a site. It is also responsible in assisting to provide work estimates and oversight along with service management deliverables, service levels and key performance indicators. The role will report to the regional Site Services Lead (SSL). The successful candidate will have a relentless passion for customer service and technology and a strong focus to deliver exceptional IT Services to our workforce within our process framework.

Key Responsibilities

  • Manage operational duties with associated with all site-based IT capabilities and services for assigned geographical site responsibilities

  • Maintaining a close relationship with key site contacts, and suppliers to insure the effective operation of IT capabilities and services at a site

  • Accountable for site support at assigned sites performed by augmented or service partner staff

  • Manage the lifecycle of all Incidents at a site with the primary objective of returning IT services to users as quickly as possible

  • Manage the approval of device and peripheral Requests to ensure timely delivery

  • Manage Service Level Agreement (SLA) and Key Performance Indicators (KPI)

  • Coordinate IT work estimates and provide oversight when necessary

Qualifications & Experience

  • IT Service Management skills, knowledge and preferably certification

  • Demonstrated experience in executing and managing operational KPIs and Metrics

  • Skilled in analyzing and the continuous improvement of processes

  • Ability to work in a fast paced, dynamic environment balancing demand

  • Ability to work collaboratively with colleagues and key stakeholders

  • Demonstrated ability working across a “matrixed” organizational model

  • Bachelor’s degree in Information Technology or equivalent experience

  • Prior experience in End User Services

  • Driver’s license

  • Travel required

  • Regular travel between sites in CNJ required.

Why You Should Apply

Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives.

Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives.

Physical presence at the BMS worksite or physical presence in the field is an essential job function of this role which the Company deems critical to collaboration, innovation, productivity, employee well-being and engagement, and enhances the Company culture.

To protect the safety of our workforce, customers, patients and communities, the policy of the Company requires all employees and workers in the U.S. and Puerto Rico to be fully vaccinated against COVID-19, unless they have received an exception based on an approved request for a medical or religious reasonable accommodation. Therefore, all BMS applicants seeking a role located in the U.S. and Puerto Rico must confirm that they have already received or are willing to receive the full COVID-19 vaccination by their start date as a qualification of the role and condition of employment. This requirement is subject to state and local law restrictions and may not be applicable to employees working in certain jurisdictions such as Montana. This requirement is also subject to discussions with collective bargaining representatives in the U.S.

Our company is committed to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace adjustments and ongoing support in their roles. Applicants can request an approval of accommodation prior to accepting a job offer. If you require reasonable accommodation in completing this application or if you are applying to a role based in the U.S. or Puerto Rico and you believe that you are unable to receive a COVID-19 vaccine due to a medical condition or sincerely held religious belief, during or any part of the recruitment process, please direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.