Category

Description

• Graduate in related discipline or equivalent experience.
• ITIL Certified to Foundation / Expert level

• 5+ years having worked as a Service Manager
• Strong problem solving skills required, often in high-pressure situations
• Proven experience of working in global 24*7 Operations
• Experienced in influencing large teams of resources providing services in a matrix environment
• Experience of managing transitions from Projects into support
• Operating a disciplined and logic work style in a high intensity support organisation with constantly changing and competing high priorities
• Provide excellent reporting to all levels within organisation and excellent stakeholder management experience (up to and including SVP)
• Strong understanding and experience of ITIL-based service management practices.
• Pharmaceutical or other regulated industry experiences.
• Experience of working in an SAP environment

• Provide service reporting meeting stakeholder and senior management requirements
• Demonstrated ability to develop and maintain key stakeholder relationships with business and IT counterparts up to the SVP level.
• Own and execute major incident processes and drive to rapid conclusion by managing resources across teams and providing excellent and timely communications through service alerting
• Manage supplier and vendor relationships
• Drive service transition activities and ensuring services transition across support teams by ensuring knowledge transfer is effective and driving Early Life Support activities to ensure new deployments stabilize and support teams pick up knowledge
• Manage escalations   As this is a mission critical service that operates 24*7, there shall be a need to periodically work outside of normal hours.

• Accountable for providing best in class 24*7 production support meeting SLA requirements
  • Manage the service to SLA ensuring Voice of Customer is positive (< 3% unsatisfied users). Ensure all negative VoC is followed up
  • Implement continuous service improvements
  • Hold programme teams accountable for delivering supportable solutions that shall not put production availability at risk. Provide feedback to programme teams on the quality of delivery, influencing programme delivery designs and plans.
• Accountable for providing services to projects and users

• • Manage key Senior stakeholders (Business and IT)
  • Provide a service to project teams to manage service transition with particular focus on stabilizing operations after go lives.
  • Provide ongoing service improvements to improve service operations
  • Planning downtime of the service and negotiating this with service providers and the business. Managing associated communications for this.

• Accountable for managing relationships with service providers

• • Drive performance of services delivered by service providers to meet SLA requirements. Partner up with service provider service management resources to develop their capabilities ensuring they can manage stakeholders
  • Embrace and implement ITIL compliant process. Review best in class industry processes with view to implementing applicable ones within GSK environments Deliverables

• 24*7 support services servicing all SAP users.
• Management reporting to aid stakeholder management
• Maintenance of relevant SOP, standards and best practices
• Testing and ownership for department BCP

• Analyse and diagnose customer feedback, formulating action plans that will improve VoC
• Work across boundaries within and external to Global ERP to ensure issues are resolved in a timely manner
• Identify opportunities for improvement and implement them.
• Engage and solicit help from service providers (SAP, EIS, TCS)

• This role must have excellent interpersonal skills capable of building relationships across different teams in the organisation (IT and Business). This role must be capable of leading effectively in large, complex cross functional teams. Must have excellent communication skills to be able to influence senior stakeholders and motivate teams

Get In Touch