IT Incident And Service Delivery Manager

Help us change lives

At Exact Sciences, we're helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you're working to help others.

Position Overview

The IT Incident and Service Delivery Manager is responsible for coordinating and delivering IT Services to ensure that they are stabilized and optimized to drive positive customer experiences and extreme satisfaction. This role manages the process to restore normal service operations as quickly as possible to minimize the impact to business operations. Continuous improvement of service delivery is key while leveraging best practices according to the ITIL framework.

Essential Duties

Include, but are not limited to, the following:

• Improve Service Quality and Customer Satisfaction by implementing service improvement initiatives.

• Work in conjunction with all IT and HR Support functions to devise and deliver solutions to enhance the quality and service delivery of IT Support Services.

• Develop and maintain support documentation in a central knowledge repository.

• Own the incident escalation process for live outages to rapidly resolve critical IT issues and ensure effective communication with stakeholders and the business to keep them informed of resolution progress.

• Lead all investigation activities to support Major Incidents.

• Ensure customer satisfaction by successfully managing service level targets, reviewing, and responding to user feedback (Incident Surveys), and identifying and recommending areas of improvement.

• Identify, recommend, and create end-user communication to improve technical competency and self-sufficiency.

• Identify root cause problem areas from reoccurring incidents and drive resolution or workaround.

• Manage the life cycle of Problem records from Incident to post-incident review investigation, owning the process of seeing this through to permanent problem resolution and closure.

• Employ superb customer service and relationship-building skills and experience working directly with cross-functional teams, stakeholders, and internal customers.

• Owns company-wide Incident Communication Process Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.

• Support and comply with the company's Quality Management System policies and procedures.

• Maintain regular and reliable attendance.

• Ability to act with an inclusion mindset and model these behaviors for the organization.

Minimum Qualifications

• Associate's degree in a technical or field related to essential duties; or High School Degree/General Education Diploma and 2+ years of relevant experience as outlined in the essential duties in lieu of an Associate's degree.

• Strong verbal and written communication skills, and problem-solving skills.

• Strong interpersonal skills to build relationships with customers and stakeholders.

• 3+ years of relevant experience with Incident, Problem Management as well as process improvement in a technology organization, or an equivalent combination of education and experience both within a process area and IT Service Management tools.

• Strong understanding of Incident management (P1/P2) and Problem Management.

• Ability to work in challenging, ambiguous environments and pivot quickly as needed.

• Ability to work across functional areas to drive continuous improvement.

• Works independently with little oversight and direction

• ITIL4 Certified.

Preferred Qualifications

• Experience with ServiceNow ticketing software.

• Experience working in a multi-domain environment.

#LI-CB1

Salary Range:

$85,000.00 - $135,000.00

The annual base salary shown is for this position located in US - WI - Madison on a full-time basis and may differ by hiring location. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually.

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, email hr@exactsciences.com. We'll work with you to meet your accessibility needs.

Not ready to apply? Join our talent community and stay up to date on what's new at Exact Sciences.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company's affirmative action program.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.