Service Delivery Manager

The posting, as Invita Healthcare Technologies wrote it

About InVita Healthcare Technologies
InVita Healthcare Technologies delivers the world’s most comprehensive human biologics software solutions managing blood, organ, and tissue workflows, enabling unmatched visibility and compliance to improve patient outcomes and save lives. Trusted by blood organizations, organ procurement organizations, hospitals, forensic laboratories, public health agencies, and government institutions worldwide, InVita's solutions empower organizations to fulfill their mission, optimize operations, and better serve their communities. Learn more at invitahealth.com .

Job Title: Service Delivery Manager

Department: Client Experience

Reporting to : Client Experience Director

Location: Baltimore, MD. This is a hybrid role with 3-days per week required to be worked in the Baltimore, MD office.

Hours of work: Typical hours of work are from 8:30 AM until 5:30 PM local time Monday through Friday. Flexibility of Working Hours dependent on location. Additional hours may be necessary as needed. This position is exempt from overtime.

Compensation: $125,000 - $135,000 annually (commensurate with experience) plus up to 10% annual salary as bonus.

Who we are

InVita develops specialized medical software for regulated industries that support the advancement of Human Biologics as well as Public Health and Safety. We are the acknowledged leader in the markets we serve. Our subject matter expertise is unmatched in the industry, and our products are used by public health and medical professionals across the globe. We have employees in 11 countries including US, Canada, UK, France, Germany, Spain, Serbia, Romania and North Macedonia.

Overview

The Service Delivery Manager is a senior, customer facing leadership roles responsible for ensuring an excellent client experience from InVita. The Service Delivery Manager requires strong executive presence, exceptional stakeholder management skills, commercial awareness, technical and product knowledge, and the ability to coordinate effectively across the organization to ensure the delivery of InVita services in line with contractual commitments.

This role will operate in fast-paced, innovative customer environment that require a collaborative approach and a strong understanding of both the customer’s business and the solutions we provide.

Essential Functions/Key Responsibilities

Relationship Management

• Owns the client relationship on behalf of InVita
• Partner closely with customers as a trusted advisor who deeply understands their unique challenges and goals
• Identify and build relationships with key influencers and decisionmakers within the executive teams of our customers

Contractual Delivery

• Owns the client contact on behalf of InVita
• Ensures services are delivered in line with contractual SLAs
• Ensuring incidents and service requests are delivered in line with contractual SLAs.
• Lead periodic Service Reviews with allocated clients following contract requirements

S
[…]
skills suitable for liaising with colleagues and customers.

• Fluency in English (both verbal and written).

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

• While performing the duties of this position, prolonged periods of sitting at a desk and working on a computer may be required.
• Additionally, the employee is regularly required to talk or hear.
• The employee frequently is required to use hands or fingers, handle, or feel objects, tools, or controls.
• The employee is occasionally required to stand, walk, sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 15 pounds.
• Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and perform any other job-related duties requested by any person authorized to give instructions or assignments.

This document does not create an employment contract, implied or otherwise, other than an "at-will" relationship.

InVita provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.