Alnylam Pharmaceuticals
Senior Manager, Client Services
Cambridge, MA | $98K - $162K
Qualifications
- Experience with Windows 10, and Mac OS X devices
- Experience with current Microsoft desktop OS & apps, specifically Office 365
- Exposure to Windows server operating systems
- Experience with Inventory and CMDB applications
- Experience with Service Now developing and reporting
- Experience with information security applications on the desktop
- Experience with Audio/Visual support
- Experience with ChatGPT or CoPilot
- Experience with Enterprise Application Operations Engineering
- Experience with Vendor Management
- White Glove customer service
- Excellent communicator
- Excellent organizational and time-management skills
Responsibilities
- The Senior Manager IT Client Services Operations - is responsible for the management and overseeing of the Global Service Desk Level 1 Support MSP, US Level 2 Deskside Support, Audio/Visual and Platform Engineering I Teams
- This position is onsite (4 days onsite per week) and will be primarily located at our offices in Cambridge, MA
- Collecting and analyzing customer service performance and delivery data, taking action regarding responses, and reporting to the organization
- Measuring and improving overall customer experience levels
- Business process improvement
- Proven leadership and team motivation skills
- Communicating effectively with senior executives
- Analyzing and identifying improvements in service systems
- Experience in managing cross-team projects to completion
- Specifying and building tools to improve the speed and quality of support
- Onboarding and Offboarding
- Information Security, Audit & Compliance within the Client Services environment
- Accelerating the delivery of Platform Engineering solutions and the pace at which they produce business value by providing self-service capabilities with automated infrastructure operations
- Assist with the rollout of new support channels and service offerings
- Managing Shift Scheduling of team members and the TechBar services
- Managing team Goals & Objectives, Development Plans
- Inventory Management
- Developing and maintaining standard operating procedures for common situations
- Preparing performance reports by collecting and analyzing data from the customer operationsservice functions
- Identifying and acting to remove obstacles to delivering consistently high levels of service
- Taking part in forecasting and budgeting for customer service and tracking the actual performance against budget
- Working closely with senior management to help customer service deliver on their components of overall company goals and objectives
- Knowledge of ServiceNow or similar tool's IT Service Management modules and how they are implemented across different operating models (ITIL)
- Implement and mature governance frameworks, including operating models for skills and people to support operations on premise and in the cloud as well as reporting capabilities
- IT Financial Management; cost asset management, budgeting and optimization
- 1,001-5,000 employees
- Biotechnology, Pharmaceuticals, Healthcare, Life Sciences, Medical Research, Drug Development, Genomics, Drug Discovery, Gene Therapy, Medical Research & Laboratories
- Public Company
- Last round: Oct 13, 2022
- Last round: US$ 900.0M
- Cambridge, Massachusetts
- Company Specialties:
Biotech, Pharmaceuticals, Biopharma, Drug Development, Rare Diseases, and RNAi
Company information
To those who say “impossible, impractical, unrealistic,” we say: “CHALLENGE ACCEPTED.” Alnylam is the world's leading RNAi therapeutics company and the first and only company to bring RNAi-based medicines to market. We are developing RNAi (RNA interference) as an innovative, entirely new class of medicines to treat rare genetic, cardio metabolic, acute hepatic infectious and central nervous system (CNS) and ocular diseases. Alnylam was founded in 2002 based on a Nobel Prize-winning breakthrough in biology – the discovery of RNAi, and a bold vision that this discovery could be used to silence disease-causing genes upstream of today’s medicines. We are relentless in our pursuit of new treatments because we believe that RNAi therapeutics can be used to treat many diseases for which treatment options do not exist or are inadequate. Alnylam is turning scientific possibility into reality - in 2018, the FDA and EMA approved of our first product, ONPATTRO (patisiran) which is also the first-ever approved RNAi therapeutic. We now have four additional medicines on the market. Our robust pipeline of investigational medicines includes multiple programs in late-stage and early-stage clinical development. We are a global and diverse company of 1,900+ people. We pride ourself on fostering a fun, inclusive and dynamic work environment where employees can recognize their fullest potential. That's why we've been named a Science Magazine Top Employer 3 years in a row ('19-'21), a Boston Globe Top Place to Work 8x in a row ('15-'21) and Fast Company's #1 Best Workplace for Innovators ('22 We are based in Cambridge, U.S., with offices throughout Europe, Asia, and South America. We invite you to connect with us by following us on LinkedIn, Facebook (@AlnylamPharma) Twitter (@Alnylam), Instagram (@AlnylamPharma) and YouTube. See our community guidelines: https://bit.ly/2FcRhJy.
