Service delivery manager Jobs in San Diego, CA

Description

Summary:

The BD Solution Deployment Department manages, plans and coordinates the implementation and upgrades of the Medication Management Solutions. Teams are assigned to customer projects and accounts based on regional/national organizational structures. These project teams include staff from BD and the customer, working in synergy with each other toward the common goal of an on-time, successful solution deployment. Activities include implementation and upgrade project management, product and software installation, workflow, system design and configuration tasks, integration engineering functions and detailed customer relationship and account management activities.

The Manager, Solution Deployment Upgrade Delivery, is a customer-facing role that is responsible for leading and managing a team of software upgrade Project Managers. This role focuses on ensuring that all deployment operations adhere to industry standards and regulatory requirements while maintaining high levels of customer satisfaction, operational efficiency, and team performance. The Manager, Solution Deployment Upgrade Delivery, will work closely with other departments, including R&D, Quality, Education Services, PMO and Sales to ensure seamless service delivery, compliance, and continuous improvement.

Accountabilities:

• Builds a strong, diverse team environment, culture of teamwork, collaboration, continuous improvement, and customer excellence.

• Drives operational excellence in project execution, and effective utilization of systems and tools

• Ensures compliance with all relevant BD policies, procedures, and applicable regulatory requirements

• Provides training and support to project team members to ensure documented procedures are being followed, and all records are accurate and up to date

• Fosters strong relationships with sales and service teams supporting pre-sale and post implementation transitions.

• Collaborates within Solution Deployment to determine roles, responsibilities, and staffing needs for the implementation team to support customer projects / programs, company goals and objectives.

• Develops and manages effective practices, tools and standards for communicating information to teams, peers, executive leadership, and customers implementation activities.

• Works collaboratively across organizations to drive quality, successful and efficient upgrades for BD customers.

• Assist MMS with relevant Field Action execution, including customer notifications, obtaining customer acknowledgment forms, and follow-ups with customers to answer questions.

• Ensure all project records are accurate and up to date

• Hires, develops and leads a high performing team that demonstrates an understanding of how to work within the larger Implementation and MMS organization.

• Possesses a growth mindset, actively seeking feedback to reflect on own performance and managerial capabilities.

• Constructively coaches and gives feedback to support others' development.

• Utilizes available metrics and resources to drive the team to achieve established goals in a proactive manner on time and on budget; removes obstacles when present to ensure team success.

• Monitors and controls expenses in alignment with budget. May have ability to prioritize allocation.

• Takes appropriate risks and makes decisions, which may be difficult and / or unpopular, and takes accountability for outcomes.

• Performs select Account Management functions for assigned customers and acts as escalation point for internal and external needs.

• Ability to manage complex and multi-faceted customer issues by leveraging strong relationships both internal and external.

• Utilizes internal and external trends and analyzes business, financial, operational, and technical data to achieve strategic goals and objectives, prioritizing workload when necessary.

• Embraces and drives a culture of change through continuous improvement. Leads by example, guided by the BD Way.

• Provides guidance to employees in general product knowledge and solution deployment processes.

• Often participates in projects/initiative teams that impact the Solution Deployment team and the business unit (Continuous Improvement, Platform liaison, Centers of Excellence)

Required Qualifications:

• Bachelor’s degree required or equivalent work experience

• At least 5 years of experience in related field

• Ability to contribute to operational and strategic development of the organization

• Exhibits considerable decision-making capability, sensitivity to accuracy and timeliness, ability to train and evaluate talent

• Excellent written and verbal communication skills

• Experience with managing virtual teams and demonstrated ability to lead in a matrixed environment

• Possess excellent organizational skills with the flexibility to readily adapt to change

• Provides inspiration for the team by identifying innovative ways to recognize successes

• Must be detail oriented, and demonstrate the ability to multitask and implement complex projects consistent with established company and customer objectives

• Knowledge and experience in financial analysis and metrics

• Extensive customer experience across a broad spectrum of size, scope and complexity

• Driving requirements dictate that the candidate possess and maintain a valid driver license and be at least 21 years old. Must meet BD’s auto safety standards.

• Upon hire, must provide proof of, and maintain current immunizations and obtain additional immunizations appropriate for the facility which enables access to customer sites in order to perform essential job functions. Proofs must include: Hepatitis B, Influenza (current year), MMR (mumps, measles, rubella), Varicella (chicken pox) Annual TB/PPD (skin test), Tetanus/Diphtheria/Pertussis

• Ability to work independently from home office

• Home based position with travel. Travel may range from 25 - 50%, overnight travel. Position requires flexible working hours, including some nights and weekends.

Preferred:

• Clinical background preferred

• Previous people management experience is preferred

• Preferred track record of building teams in a dynamic growing company

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare.