JOB REQUIREMENTS: Help us change lives At Exact Sciences, we\'re helpingchange how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you\'re working to help others. Position Overview The IT Incident and Service Delivery Manager is responsible for coordinating and delivering IT Services to ensure that they are stabilized and optimized to drive positive customer experiences and extreme satisfaction.This role manages the process to restore normal service operations as quickly as possible to minimize the impact to business operations. Continuous improvement of service delivery is key while leveraging best practices according to the ITIL framework. Essential Duties Include, but are not limited to, the following: Improve Service Quality and Customer Satisfaction by implementing service improvement initiatives. Work in conjunction with all IT and HR Support functions to devise and deliver solutions to enhance the quality and service delivery of IT Support Services. Develop and maintain support documentation in a central knowledge repository. Own the incident escalation process for live outages to rapidly resolve critical IT issues and ensure effective communication with stakeholders and the business to keep them informed of resolution progress. Lead all investigation activities to support Major Incidents. Ensure customer satisfaction by successfully managing service level targets, reviewing, and responding to user feedback (Incident Surveys), and identifying and recommending areas of improvement. Identify, recommend, and create end-user communication to improve technical competency and self-sufficiency. Identify root cause problem areas from reoccurring incidents and drive resolution or workaround. Manage the life cycle of Problem records from Incident to post-incident review investigation, owning the process of seeing this through to permanent problem resolution and closure. Employ superb customer service and relationship-building skills and experience working directly with cross-functional teams, stakeholders, and internal customers. Owns company-wide Incident Communication Process Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork. Support and comply with the... For full info follow application link. We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company\'s affirmative action program are available to any applicant or employee for inspection upon request. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/F083C748CF754E26