Job Description

Major accountabilities:

• Govern the service operations, service transition, quality, compliance, and audit readiness of services delivered by external Service provider for app. 20 applications within Commercial & Medical Applications area focused on Salesforce applications.
• Drive holistic IT Service Management including all ITIL Processes, Service Operations as well as Operational Quality Management oversight along with continual service improvement and supplier operational governance.
• Manage a service operation with standardized services, processes, and tools to provide efficient, high-quality services.
• Meet defined service levels and proactively drive continuous service improvement collaboration with other members of Delivery & Operations team.
• Contribute to enabling operational excellence and continuous improvement in the Service quality across Commercial & Medical applications.
• Drive the delivery of the service ensuring delivery to SLA and Service continuity meeting the consumer needs.
• E2E management and coordination of major incidents.
• Owns business communications on operational topics incl. P1 / P2 communication.
• Conduct governance meetings and stakeholder presentations.
• Part of team to build internal Commercial application operations with target to take over Operations lead role for set of applications.

Key performance indicators:

• Operations SLAs and KPIs defined in supplier contracts.
• Business / user satisfaction.
• Process efficiency; Steady/Uninterrupted process flow.
• Proactive and business focused business communications for major incidents.
• Open issues backlog.
• MTTR (Mean Time to Repair).
• Volume of aging incidents and service requests.

Minimum Requirements:

Work Experience:

• 3+ years' experience within the pharmaceutical industry
• 3+ years' experience to lead and internal or external team of at least 10 team members
• 5+ years' of IT Service Management expertise.
• 5+ years' experience with Salesforce

Skills:

• Certified in ITIL
• Skills and Knowledge: IT Service Level Management, Cost-Effective Spend Management, Negotiating, Effective Communication, Quality Assurance, Management of Ambiguity and Uncertainty, IT Incident & Problem Management, Quality Management & Standards, IT Governance

Languages :

• English.


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