Manager, Service Delivery Engineer Dover, DE

Manager, Service Delivery Engineer – Sumitomo Pharma, Dover, DE.

Sumitomo Pharma Co., Ltd. is a global pharmaceutical company with operations in the United States (Sumitomo Pharma America, Inc.). The company focuses on oncology, urology, women’s health, rare diseases, cell & gene therapies, and CNS, with a portfolio of marketed products and a diversified pipeline of early‑to‑late stage investigational assets.

We are seeking a dynamic, highly motivated individual with experience in Good Manufacturing Practices (GMPs) and technical support within regulated pharmaceutical or biotech environments. The role requires a strong customer‑service mindset, excellent communication skills, and the ability to lead onsite support, manage a tiered service desk, and assist executive leadership teams.

• Provide Tier 2 and Tier 3 support to users via onsite, phone, email, and computer chat.
• Field incoming requests through an IT Service Management (ITSM) tool, email, instant messaging, and in person, ensuring timely, courteous resolution.
• Investigate and resolve incidents by troubleshooting issues, installing/upgrading software, provisioning hardware, and configuring systems and applications both on‑site and via remote tools.
• Maintain documented resolutions, analyze trend data, and implement preventive measures.
• Deliver meeting support to executive-level team members, including MS Teams conference room equipment;
  Crestron experience is a plus.
• Alert the Service Delivery Team and Management to emerging incident trends.
• Identify automation opportunities and support development of automated systems and processes.
• Manage technical support for a multi‑location corporation, traveling to sales meetings as required.
• Configure, maintain, and troubleshoot VOIP systems, including Microsoft Teams Voice, and manage legacy POTS lines.
• Collaborate with network teams to ensure QoS for voice traffic, perform number porting, and maintain E911 compliance.
• Perform preventative maintenance on workstations, printers, mobile devices, and peripherals.
• Adhere to SLAs, post‑resolution follow‑ups, and available nights/weekends for on‑call rotations or emergencies.
• Travel up to 10% to other offices and lift up to 50lbs when required.
• Fluent in English.

• Build relationships with internal and customer contacts.
• Maintain a customer‑service first mindset and strong problem‑solving skills.
• Proactively identify incident trends and present clear solutions.
• Understand and ensure compliance with Security and Compliance requirements in IT environments.
• Skilled in Microsoft Teams Voice administration, SIP protocols, and legacy telephony systems.
• Optimize voice traffic across LAN/WAN, ensuring regulatory compliance.
• Manage time and prioritize across operational support and project deliverables.
• Support SaaS and cloud‑based applications.

• BS in Information Technology or related field.
• 5+ years' experience in a GxP or highly regulated engineering environment.
• Experience with multi‑tiered ticket handling/resolution systems.
• Knowledge of basic computer hardware (e.g., Lenovo laptops, docking stations).
• Experience with desktop and server operating systems, including Windows 11 and Server 2000+.
• Office 365, Active Directory, OKTA expertise; quick to learn new applications.
• Ownership of assignments, ability to work independently and within a team.
• Excellent organization and communication skills.
• Experience with Service Now, Microsoft 365, Intune, Azure AD, and IdP tools (e.g., Okta).

The base salary range for this role is $104,960 to $131,200, with additional benefits including merit‑based increases, a short incentive plan, 401(k) eligibility, medical, dental, vision, life, and disability insurance, and robust paid time off.

The above statements describe the general nature and level of work performed by staff in this classification. They are not an exhaustive list of all responsibilities, duties, or skills required.

Maintain compliance with all…