Commercial IT Service Delivery Manager

Osprey Life Sciences, LLC is a leading consulting and services firm specializing in providing comprehensive technology solutions for Life Sciences IT organizations. Our primary focus is on assisting these organizations in effectively and efficiently delivering solutions that support their business objectives and their mission to enhance human health and improve lives.

Osprey Life Sciences is seeking an experienced Commercial Operations Support Manager to support a biopharmaceutical client and deliver a seamless support experience for its commercial field organization. This individual will serve as the primary liaison between sales leadership, field personnel, support vendors, fleet and mobility partners, and internal technology teams. The role is responsible for overseeing commercial support operations, outsourced service providers, sales help desk services, iPad lifecycle management, fleet and mobility programs, and service management processes.

The initial focus will be standing up the Commercial Field Support Desk and integrating it with the corporate headquarters help desk to provide a unified support model for the commercial organization. This position combines vendor management, service operations, customer experience, and continuous improvement to ensure field teams have the tools, support, and services necessary to operate effectively and focus on customer engagement.

• Lead the implementation and ongoing operation of the Sales Support Desk.
• Serve as the primary point of coordination for support services across the commercial organization.
• Ensure seamless integration between commercial support services and the corporate headquarters help desk.
• Act as a trusted partner to sales leadership and field teams by providing responsive and effective support services.
• Drive a customer-focused support model that prioritizes communication, service quality, and continuous improvement.
• Serve as the primary liaison for outsourced help desk and managed service providers.
• Manage day-to-day vendor relationships and service delivery performance.
• Conduct regular operational reviews and performance discussions with support partners.
• Ensure vendors meet agreed service levels and performance expectations.
• Escalate and resolve critical service issues impacting commercial operations.

• Support Sales Management and commercial field teams with technology and operational support needs.
• Oversee Sales Help Desk activities and issue resolution processes.
• Coordinate onboarding, offboarding, equipment deployment, and field support activities.
• Act as an escalation point for issues affecting field productivity and customer engagement.
• Partner with technology and business stakeholders to resolve recurring support challenges.

• Manage the lifecycle of iPads and other commercial end-user devices from procurement through retirement.
• Coordinate device provisioning, replacement, recovery, inventory management, and asset tracking activities.
• Ensure devices are supported and maintained in accordance with company standards and policies.
• Partner with service providers to maintain accurate asset records and inventory controls.

• Own ticket management processes within Fresh service.
• Monitor ticket queues, escalations, and service performance to ensure timely resolution and SLA compliance.
• Track and report key operational metrics, including ticket volume, resolution times, SLA attainment, escalation trends, and Customer Satisfaction (CSAT).
• Provide regular operational updates and performance reporting to leadership.
• Develop recommendations for service improvements based on support trends and user feedback.
• Analyze support trends and recurring issues to identify root causes and improvement opportunities.
• Drive process optimization, automation, and efficiency initiatives.
• Improve knowledge management and self-service capabilities where appropriate.
• Establish feedback mechanisms to measure user satisfaction and service effectiveness.
• Continuously evolve support processes, tools, and vendor relationships as organizational needs change.

• Serve as the primary liaison for fleet management and mobility service providers supporting the commercial organization.
• Manage the Verizon operational relationship.
• Coordinate support related to company vehicle programs, mobility services, driver onboarding, and vendor interactions.
• Partner…