MSP Service Delivery Manager
Biogen
About This Role:
As the MSP Service Delivery Manager at the Associate Director level, you will provide strategic leadership and oversight for the delivery of managed services across multiple functions or a single large and complex function. You will own and actively drive the operational delivery of assigned applications and infrastructure provided by the Managed Service Provider (MSP), within a defined governance structure, featuring clear engagement forums and measurable goals. Your authority enables you to operate, escalate, and make real-time decisions necessary to meet service objectives. This role is crucial in ensuring that MSP contracted services perform effectively—covering support, maintenance, and compliance activities. You will lead cross-functional problem-solving and foster partnerships between the Unified Service Management Program Office, Service Providers, Service Delivery Managers, and IT Stakeholders to drive performance improvement, innovation, and overall business value. Your leadership will hold all parties accountable to contractual and organizational commitments, ensuring alignment and accountability.
What You’ll Do:
- Oversee and optimize the performance of MSP providers, ensuring service delivery meets or exceeds agreed-upon standards and business needs.
- Act as a key liaison between IT leadership, MSP providers, and internal stakeholders, ensuring alignment and accountability.
- Monitor metrics and proactively resolve issues and problems with service delivery, quality, process, resources, and performance while adhering to a well-defined governance structure.
- Identify and solve complex operational and organizational problems, leveraging cross-functional resources as needed.
- Drive continuous improvement and innovation in service delivery, partnering with internal and external stakeholders.
- Ensure adherence to governance structures and compliance with organizational policies and standards.
- Build and maintain strong relationships with internal functional IT stakeholders, MSP providers, and cross-functional stakeholders.
- Influence managers, leaders, and external partners/vendors to take action and drive results.
- Negotiate with external partners to maximize value and performance, ensuring that contractual obligations are met and exceeded.
Who You Are: You are a strategic thinker with the ability to interpret complex business challenges and translate them into actionable plans for the MSP function. Your strong relationship-building skills enable you to forge connections with internal and external stakeholders, driving collaboration and results. You possess a comprehensive understanding of key business drivers and are committed to maximizing departmental and organizational performance. Your negotiation skills are exceptional, allowing you to influence and guide external partners to achieve and exceed contractual goals.
Required Skills:
- Bachelor’s Degree in a relevant field.
- At least 10 years of relevant experience
- Strong track record in MSP service delivery operations, application support, development and delivery, or infrastructure management.
- Demonstrated experience in requirements definition and management, demand management, incident and problem management, and technology service management.
Preferred Skills:
- Ability to apply comprehensive knowledge of key business drivers to maximize performance.
- Experience in building strong relationships with stakeholders to drive results.
- Proven negotiation skills with external partners to ensure value and performance.
Why Biogen?
We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.
At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.
All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.