Manager, Service Delivery Engineer Dover, DE

Job Overview

Manager, Service Delivery Engineer position in Dover, DE. Responsible for Tier2/3 technical support, incident investigation, meeting support for executive team, automation, and VOIP/Teams configuration across multi‑location corporate environment. Requires strong customer‑service mindset and GMP knowledge. On‑site with remote support days.

• Provide Tier2 and Tier3 support via onsite, phone, email, and chat.
• Handle incoming ITSM requests and manage ticket assignment.
• Investigate and resolve incidents, install and upgrade software, provision hardware, configure systems and applications.
• Document resolutions, analyze trends, and implement preventive measures.
• Provide meeting support for executive level using MS Teams and Crestron equipment.
• Notify Service Delivery Team of emerging incident trends.
• Identify automation opportunities and assist development of solutions.
• Support corporate offices and end users across locations, including travel to sales meetings.
• Configure and maintain VOIP systems, Microsoft Teams Voice, legacy POTS lines, QoS, number porting, and E911 compliance.
• Perform preventative maintenance on workstations, printers, mobile devices and peripherals.
• Abide by SLAs, perform post‑resolution follow‑ups, and manage on‑call rotations.
• Travel up to 10% to other offices; lift up to 50lbs; fluent English.

• Build relationships with internal and customer contacts.
• First‑class customer service mindset.
• Attentive problem solving.
• Well organized, professional, and proactive.
• Trend recognition in incidents.
• Clear presentation of problem details and solutions.
• Knowledge of security and compliance in IT.
• Microsoft Teams Voice, SIP, legacy telephony administration.
• Voice traffic optimization across LAN/WAN; telecom regulatory adherence.
• Effective time management and prioritisation.
• MS Teams Meeting Room equipment support.
• Support SaaS and cloud‑based applications.

• B.S. in Information Technology or related field.
• 5+years in GxP or highly regulated engineering environment.
• Experience with multi‑tier ticket handling/resolution systems.
• Knowledge of computer hardware (Lenovo laptops, docking stations).
• Desktop and server OS experience – Windows
  11, Server
  2008+
• Office
  365, Active Directory, OKTA; quick learner of new apps.
• Independent and team contributor; fast‑paced work.
• Excellent organization, written and oral communication.
• Minimal supervision with sense of urgency; proper escalation judgment.
• ITSM – Service Now preferred;
  Incident and Problem tracking.
• Microsoft 365, Intune;
  Azure AD user/group management.
• Intune device management;
  Okta or other IdP familiarity.

Base salary range: $104,960–$131,200. Total rewards include merit‑based increases, short‑term incentive plan participation, 401(k), medical, dental, vision, life, disability, and flexible paid time off. Paid holidays: 11, with additional shut‑down week holidays. Paid sick time: 80hours upon hire and annually thereafter.

Fast‑paced environment handling multiple demands; exercise appropriate judgement; high initiative and independence; excellent written and oral communication; extensive use of personal computer; ability to lift up to 50lbs; must operate in various work settings.

Sumitomo Pharma America (SMPA) is an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, age, ancestry, nationality, marital or domestic partnership status, gender or sex, sexual orientation, disability, veteran or military status, domestic violence victim status, atypical cellular or blood trait, genetic information or any other characteristic protected by law.