Defines and applies complex procedures and defined standards to meet current business, customer and technical requirements, leads others in resolution of complex problems
Leads specialist resources on technical issues and provides detailed analysis of the operations and opportunities for improvement
Develops business/technical critical know-how within area of expertise for the function and is familiar with opinion leaders in the field. Assists in the development of others know-how by passing on knowledge of tools and techniques
Supports day-to-day operations and / or implementation of projects within area of technical expertise,
Manages incident and problem management processes, release and configuration management according to ITIL. This includes continuous improvement for the management of the services
Oversees change control procedure and processes. This includes the management of the change control board and oversight of the approved changes.
Ensures that SLAs, OLAs, and Underpinning Contracts are in place.
Delivers overall roll-out schedule of new services
Manages existing vendor relationship and contracts
Implements and supports economically viable solutions within function scope.
Monitors performance of assigned applications and services according to standards and reports to relevant functions
Assists in the resolution of faults and problems and escalates to the next level or appropriate function if they cannot be resolved
Implements and maintains solutions, documentation ?and procedures in a fully qualified and current state?as applicable.
Ensures communication to target audience with ?regards to changed/new polices
Maintains own knowledge in specific area and learns from Experts / Senior Specialists and self study
Develops own skills and is knowledgeable about current technologies, and general competitive marketplace in area of expertise
Maintains awareness of emerging technologies and products within technical field of specialization
Participates with and leverages key contacts in external organizations such as other large, global companies, industry expert organizations, industry organizations and user groups on applicable technology subject matters to build own expertise.
Accountable for incident and problem management processes
Is responsible for training if required to ensure understanding and compliance with the Incident and Problem Management processes
Ensures that the services being provided are in compliance with the Incident and Problem Management processes.
Acts as the initial point of escalation for incident, problem and change management for the Business Representative
Responsible for change control and Release Management procedures and processes
Ensures changes are implemented according to the agreed Change Control Procedure with validation, as required.
Is accountable for roll-out of new services or enhancement to existing services.
Ensuring overall roll-out schedule of new components in the solution
Ensures the roll-out plan consists of new services as a result of approved projects and enhancements as well as bug fixes to existing solutions associated with services.
Ensured that SLAs, OLAs, and Underpinning Contracts are in place.
Defines and agrees within SLAs, Operational Level (OLAs) Agreements and contracts on Key Performance Indicators (KPIs)
Manage existing vendor relationships and contracts
Monitor vendor performance against defined KPIs.
Ensures regular reviews of Contracts, SLAs and any?other related agreements to ensure satisfactory?performance and contractual integrity.
Service Reporting to Business Partners and Safety Risk Management leadership
This position is not eligible for relocation
Bachelor’s degree or equivalent work experience in computer sciences, software engineering or similar
5 - 9 years of professional IT or other experience preferably within multiple technology or business domains
Prior experience in operations in a specific technology or in another field if a non-application or technical domain.
Experience in a service management role supporting outsourced services is a plus.
Experience with ITIL, Service Management is required and the pharmaceutical industry is desired
ITIL Foundation Certificate and ITIL Managers Certificate is desired
Ability to travel as required up to 25% of the time
Flexibility to work outside of normal working hours or on call arrangements to provide support 24/7.
Pharma experience a plus