Job Description

This is a new role created to provide service management excellence for Veeva Quality Vaults. The role will provide operational support for the L2/L3 support for the Quality Vault. Role is the backup for Service Owner to assist in managing Operational Activities.Job PurposeThe Veeva Quality Service Manager lead the third-party team responsible for the Enterprise Veeva Quality Vault Support. User base for the Quality Vault is over 100k.Key ResponsibilitiesLead a team of high performing individuals who provide service management, oversight and interface with the strategic supplier and GSC Quality D&T.Oversee provision of all L2/L3 incident management, problem management, change management and fulfil the ITSM role.Serve as the primary operations escalation contact for Global Business UnitsTransform the ways of working from a project-based to a product-based organization, ensuring we maintain excellence in service management and operations.Analyse and review actual service performance against agreed SLA and OLA measures, including internal GSK metrics and external metrics with vendors (Veeva, Accenture)Lead continuous improvement initiates to enhance the SLA and OLA targets and metricsProvide regular reports on service performance and achievement to the service owner and governance boardsDevelop and maintain management processes and controls to ensure quality is maintained to meet business objectivesChampion and promote service improvements to continually improve quality and customer satisfactionMaintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of significant service issues.Ensure the defined services capacity meets GSK business demand.Lead on ServiceNow CMDB currency, ensuring all is up to take and play a key role in change approvals.Oversee BAU Vault Loader Migrations, working with third party migration partners and Business teams to migrate contentManage IT Risks on behalf of the Veeva Quality Tech Team.Minimum Level of Job-Related Experience Required8+ years of experience in Service Management3+ years Veeva Vault experience, QMS/QualityDocs preferredPrevious demonstrable excellent relationship building and communication skillsITIL or other Service Management qualificationsPrior experience in Veeva migrationsVeeva Platform Admin certificationsWhy GSK?Uniting science, technology and talent to get ahead of disease together.GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns - as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, its also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves - feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.Important notice to Employment businesses/ AgenciesGSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.It has come to our attention that the names of GlaxoSmithKline or GSK or our group companies are being used in connection with bogus job advertisements or through unsolicited emails asking candidates to make some payments for recruitment opportunities and interview. Please be advised that such advertisements and emails are not connected with the GlaxoSmithKline group in any way.GlaxoSmithKline does not charge any fee whatsoever for recruitment process. Please do not make payments to any individuals / entities in connection with recruitment with any GlaxoSmithKline (or GSK) group company at any worldwide location. Even if they claim that the money is refundable.If you come across unsolicited email from email addresses not ending in gsk.com or job advertisements which state that you should contact an email address that does not end in gsk.com, you should disregard the same and inform us by emailing askus@gsk.com, so that we can confirm to you if the job is genuine.

GlaxoSmithKline