Manager, Application Service Delivery

Remote, USA, United States

Job Description

About This Role

We are seeking a Manager for Learning & Development Application Service Delivery to join our team. The successful candidate will lead the creation, deployment, running, and governing of critical business/ IT platforms focusing on HR Learning & Development capabilities. The Manager will be responsible for end-to-end service delivery to ensure projects, enhancements and L3 support is provided with best-in-class quality. The Application Service Delivery Manager will work with cross-functional teams of business analysts, technical architects, process teams and project managers to deliver a variety of upgrades, enhancements, new modules and other systems development initiatives. This role reports into the Head, Human Resources IT.

What You’ll Do

Managing Services & Stakeholder Collaboration
•    Cultivate and maintain excellent working relationships with business stakeholders.
•    Incorporate design thinking principles in understanding stakeholders’ needs and provide general guidance to business stakeholders on the appropriate use of application services to meet business objectives.
•    Proactively engage and identify improvement opportunities for delivery methodologies and processes.
•    Partner with HR solution owners and other stakeholders to understand business need, ensuring that application services align with these needs.
•    Ensure that application services are well integrated with other HR systems providing seamless user experience, data interchange, and insightful analytics.

Developing Learning & Development Digital Roadmap
•    Develop and maintain a technology roadmap for learning & development, aligned with the HR Strategic Digital Roadmap.
•    Incorporate an external perspective, considering industry trends and vendor product roadmaps.
•    Collaborate with business stakeholders to periodically review and update the learning & development roadmap, prioritizing in line with business needs.

Delivering Learning Initiatives
•    Plan and implement business initiatives that align with digital roadmap.
•    Lead the evaluation and selection of new technical capabilities, establishing a compelling business case justification for delivering business outcomes.
•    Lead initiatives from intake to production rollout, meeting ongoing and evolving learning & development business needs.
•    Develop integrated schedule in collaboration with cross-functional internal/external resources and consistently provide status updates.
•    Provide hands-on support in documenting business processes and ensuring that SDLC documentation is created and updated in line with the existing IT delivery methodology.

Managing Application Services Operations & Support
•    Supervise Application Management Services (AMS) to ensure the learning & development platform ecosystem is effectively managed and remains GxP compliant.  
•    Provide L3 technical/functional software support throughout product and project lifecycles.
•    Proactively resolve service delivery, quality, process, resource, and performance issues by monitoring and analyzing usage data and metrics.
•    Regularly report on performance, including status, issues, and risks, to leadership.
•    Assume IT system owner responsibilities for specific learning management platforms, acting as a single point of contact for an application and the final approver of documentation, controls, and system changes.


Who You Are  
As a self-driven individual, you thrive on solving complex problems and collaborating with business stakeholders and technical resources. You get excited about the positive impact you can make in employees' learning and career development. You are comfortable working independently and excel as a Project Manager or Lead, delivering initiatives successfully. You make it a point to stay updated with industry innovations and trends in learning technologies, and you're always ready to evaluate and leverage new technical advances to enhance business capabilities.

Required Skills  
•    A minimum of 5-7 years of experience, including at least 3 years in hands-on Learning Management System (LMS) administration and service delivery.
•    Undergraduate degree or the equivalent combination of education and experience 
•    Proven experience in a comparable role within Learning & Development or Application Services.
•    Solid experience in developing and implementing learning strategies and programs.
•    Demonstrates a solid understanding of Enterprise and Solution Architecture.
•    In-depth conceptual and practical knowledge in HR Learning & Development capabilities.
•    Excellent problem-solving skills coupled with the ability to lead initiatives and manage multiple projects concurrently to meet deadlines.
•    Well-versed with IT Software Development Life Cycle (SDLC) processes and agile methodology.
•    Strong technical skills with experience in providing Level 3 support.
•    Strong communication skills, with the ability to collaborate effectively with cross-functional teams.
•    Acts as a mentor for colleagues with less experience.

Preferred Skills
•    Data analytics & reporting
•    Vendor Management
•    Knowledge of Human Capital Management (HCM) capabilities 

Additional Information

The base compensation range for this role is $106,000 to $171,000. Base salary is determined by a combination of factors including, but not limited to, job related years of relevant experience, internal equity, and location of the job. Additionally, this role is eligible for participation in Biogen’s LTI grants and other incentive programs. Biogen offers a full range of benefits that include medical, dental, life, long and short-term disability insurances, vacation, end-of-year shutdown, and 401K participation and matching contributions.

Diversity is key for the survival of our ecosystem. I believe it is the single most important factor for a balanced flourishing environment where everyone thrives.” Guy Hadari – Chief Information Officer- Biogen.

Why Biogen?

We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.

At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.