Sr. Manager, Service Level Management & Reporting / Analytics Process Owner

Bristol Myers Squibb Princeton , NJ 08544

Posted 2 months ago

Working with Us

Challenging. Meaningful. Life-changing. Those aren't words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You'll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more:

Job Description:

This role is part of the IT Operational Enablement team. Our team mission is to design, establish, and manage IT Service Management processes that enable the delivery of digital capabilities. These processes include Service Configuration Management, Request Management, Service Level Management, Reporting & Analytics, Application Portfolio Management. We also own process ownership including design, implementation, adoption & governance of effective & efficient ITSM processes aligned with best practices. This role is responsible for Service Level Management & Reporting / Analytics Process ownership and partnering with Digital Capability Management (DCMs) to promote transparency in the service management processes and reporting.

Detailed Position Requirements:

  • Demonstrates deep expertise in IT Service Management; define the governance process framework and ensure common standards and methodology for Service Level Management, SLA Reporting & Cross Process initiatives

  • Gather and analyze internal requirements in order to orchestrate ITSM governance activities and processes for onboarding of service providers.

  • Perform on-going monitoring of process adherence and health of IT Service Management in IT@BMS

  • Execute monthly service provider SLA reporting to meet contractual timelines

  • Establish templates and processes as needed to ensure service quality and compliance

  • Ensure adherence to defined processes and standards across all service streams

  • Develop and execute strategies for a partnering environment by building and sustaining a strong relationship with the service provider performance managers, service providers and internal BMS teams

  • Gather and document business requirements in order to direct and facilitate SLM process and governance activities

  • Build/modify SLAs in ServiceNow in alignment with 3rd party SLA contracts

  • Establish governance model and guiding principles for performance analytics (PA) dashboard requests, define and manage business requirements with requestors and delivery of PA dashboards

  • Monitors metrics, reports, service level adherence and consumption

  • Requires expertise in the facilitation of outsourced provider governance

  • Requires depth of knowledge in Performance/Contract Management

  • Knowledgeable about the Service Level Management module in ServiceNow

  • Have a keen interest for analytics, and performance analytical tools such as ServiceNow performance analytics, SLM and Tableau.

  • Leads projects/teams with moderate resource requirements, risk, and/or complexity

  • Interprets business and industry challenges and recommends best practices-based solutions to improve products, processes, systems

Required qualification (s) and desired experience:

  • Education: Bachelor's degree in Computer Science or Business Administration or a related discipline or equivalent experience

  • Industry Experience: ~10 years' experience in IT based at a biopharma company

  • Demonstrated strategic thinking, leadership, partnering, and energizing cross functional teams

  • Experience with the ServiceNow platform and ITSM processes in a regulated environment is required

  • Experience with enterprise level ITSM and reporting tools are significant assets

  • In depth contract knowledge is required to be successful in this role

  • Detail oriented with the ability to manage multiple, diverse priorities and exercises diplomacy

  • Define and execute business analysis for solving complex issues related to both business processes improvement and technology implementation

  • Manages multiple sometimes conflicting priorities, challenges the status quo, and exercises diplomacy all while maintaining a high comfort level for ambiguity

  • Acts with integrity and develops credibility through an action-oriented approach that demonstrates accountability for results

  • Advanced MS Excel skills should include pivot tables, data merging, charting, pivot charts, data models, etc

  • Builds trusting relationships with key stakeholders and internal teams which enable seamless working relationships and drives effectiveness and high performance throughout the project lifecycle

  • Excellent teamwork & interpersonal skills, with the ability to communicate and collaborate with employees & management at all levels. Strong facilitation & meeting management skills

  • Experience with the ServiceNow platform is beneficial

If you come across a role that intrigues you but doesn't perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Uniquely Interesting Work, Life-changing Careers

With a single vision as inspiring as "Transforming patients' lives through science™ ", every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in an inclusive culture, promoting diversity in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

Physical presence at the BMS worksite or physical presence in the field is a necessary job function of this role, which the Company deems critical to collaboration, innovation, productivity, employee well-being and engagement, and it enhances the Company culture.

COVID-19 Information

To protect the safety of our workforce, customers, patients and communities, the policy of the Company requires all employees and workers in the U.S. and Puerto Rico to be fully vaccinated against COVID-19, unless they have received an exception based on an approved request for a medical or religious reasonable accommodation. Therefore, all BMS applicants seeking a role located in the U.S. and Puerto Rico must confirm that they have already received or are willing to receive the full COVID-19 vaccination by their start date as a qualification of the role and condition of employment. This requirement is subject to state and local law restrictions and may not be applicable to employees working in certain jurisdictions such as Montana. This requirement is also subject to discussions with collective bargaining representatives in the U.S.

BMS is dedicated to ensuring that people with disabilities can perform complex functions through a transparent recruitment process, reasonable workplace adjustments and ongoing support in their roles. Applicants can request an accommodation prior to accepting a job offer. If you require reasonable accommodation in completing this application, or in any part of the recruitment process, direct your inquiries to Visit to access our complete Equal Employment Opportunity statement.

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

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Sr. Manager, Service Level Management & Reporting / Analytics Process Owner

Bristol Myers Squibb