Service Delivery Manager

| Greater NYC Area

What You'll Do

Crossix is seeking an intellectually curious, resourceful, and collaborative individual to join our Technical Operations team. This is an excellent opportunity to help us strengthen the systems and services that power our business.

This position will join our Analytics Products team and will be a key interface with other teams to ensure systems and services are meeting the demands of both internal and external customers.

  • Design, implement, monitor and continuously improve upon SLA metrics & management reporting.
  • Work across the DevOps teams (co-located in Tel Aviv and NYC) to plan maintenance events around complex dependencies from analytics users.
  • Act as an incident coordinator – liaise between technical teams, executive leadership and customers to ensure effective resolution, adoption of workarounds and communication during outages or service degradation.
  • Produce post-incident reporting with clear root-cause analysis and actionable follow-up tasks.
  • Act as a point of escalation for internal support – triage requests for the impact on business operations.
  • Implement and be responsible for the adoption of problem management and the KEDB.
  • Identify areas of weakness in services and raise them with the product and technology teams for long-term resolution or mitigation.

What You've Done

Essential

  • 3+ years of relevant experience in service delivery, including:
    • Developing and reporting on service level KPIs
    • Incident management / coordination
  • Worked directly with technical and product teams to continuously improve service levels.
  • Proven ability to prioritize, organize and manage a complex and sometimes conflicting workload, and to work well under pressure
  • Excellent verbal and written communication skills.
  • ‘Can-do’ attitude and approach.

Preferred

  • Experience with data visualization tools such as Spotfire (strongly preferred) or Tableau. 
  • Knowledge of ITIL.
  • Understanding of cloud technologies - a qualification like AWS Certified Cloud Practitioner would be a major advantage.
  • Cursory understanding of big-data and distributed processing systems such as Hadoop, Spark, EMR, Redshift, S3, Kubernetes.

About the Team – Crossix is the market leader in delivering hard-to-come-by insights that enable healthcare marketers to plan, measure, and optimize their marketing campaigns with confidence. Using our own proprietary technology and network of health and non-health data, our analyses pinpoint the tactics, programs, and channels that improve performance and boost sales, enabling better healthcare communications. And we do it all while protecting consumer privacy.

Leadership – With decades of combined experience and an unrivaled track record of healthcare innovation, our leadership team sets the standard for us. Their knowledge and expertise continually challenge us and the industry – through their work, their speaking engagements at conferences and their thought leadership published in the top industry publications.

Culture – We know that our employees set us apart. Along with competitive salaries and benefits, we invest in creating compelling opportunities for professional development and career growth. We also believe that diversity is essential to building an environment where everyone can feel they belong. We’re continuously building an inclusive company where everyone feels welcome and heard. Come join our rapidly growing team!

We are an equal opportunity employer and welcome all qualified applicants regardless of race, color, religion, sex, gender identity, sexual orientation, marital status, ancestry, national origin, age, disability, genetic information, or veteran status.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • D3JSLibraries
    • boto3Libraries
    • PandasLibraries
    • ASP.NETFrameworks
    • FlaskFrameworks
    • AWS LambdaFrameworks
    • JenkinsFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • AWS RedshiftDatabases
    • AWS AuroraDatabases
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

Location

We're in the center of the Garment District--a stone's throw from Bryant Park, with easy access to subways, Penn Station, and Port Authority.
At Crossix, a "steady flow of ingenuity" makes work fun
Watch

An Insider's view of Crossix

What are some social events your company does?

Crossix encourages team and company-wide events, so we have activities like happy hours, Escape the Room outings, pizza making as well as field day and community service events.

Sean Bell

Analytics Services Manager

What's the biggest problem your team is solving?

My team is starting to do a lot more work in retail pharmacy, so we need to think about how the goals of retail pharmacy clients differ from pharma clients and how to tailor analyses to provide insights that meet these goals

Kate

Analytics Services Senior Manager

How does the company support your career growth?

From your immediate manager and up, there’s a culture of support that manifests in regular check-ins, growth plans geared towards giving you the kinds of work you’re interested in, and plenty of feedback in both directions.

Hart

Channel Partner Manager

How do you empower your team to be more creative?

Innovation is in our company DNA and everyone on the team is always encouraged to bring new and unique ideas to the table. Our Culture Club also organizes creative initiatives that make our working environment more collaborative and fun.

Asaf

CEO

What are Crossix Perks + Benefits

Culture
Volunteer in local community
Crossix participates in local volunteer activities, including bi-weekly lunches with the AHRC, delivering meals with Meals on Wheels, working with Montefiore Medical Center, etc.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Crossix has an incredibly active Culture Club where members come up with creative events and programs from our summer outing to themed happy hours and volunteer opportunities throughout the year.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Quarterly.
Game Room
Stocked Kitchen
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Annual individual budget for training, Onsite training courses.
Tuition Reimbursement
Lunch and learns
Promote from within
Online course subscriptions available

Additional Perks + Benefits

Frequent Team-Building Activities and a Private Rooftop

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