Description
• Drives business-IT outcomes; manages communications and expectations with business clients.• Participates in governance meetings with the Service Provider within the scope of work.
• Participates in negotiations with Service Providers, e.g. contract issues, new services.
• Manage continuous improvement process.
• Collaborate with business and solution architect functions as needed.
• Provides guidance and control as defined by company Information Technology Infrastructure Library (ITIL) processes and Standard Operating Procedures (SOPs).
• Monitors & reports to client on IT performance in support of business objectives.
• Ensure that all service management processes, procedures, operating level agreements and underpinning contracts are appropriate for the agreed service level targets.
• Act as point of escalation for any local market service level related issues.
• Track Service Provider performance and ensure business viability of service levels.
• Report status, issues, etc. to management and escalate, when necessary.
• Manages and ensures Configuration Management Database (CMDB) accuracy.
Education & Experience Level:
• Education: BSc Degree or equivalent with relevant experience in Computer Science, Computer Science Engineering, Math, or equivalent experience.
• Relevant experience, desirable in a pharmaceutical manufacturing environment.
• Fluent in English and French (written and spoken) with excellent communication skills (confident, articulate, and professional)
Functional & Technical Competencies:
• Demonstrated background knowledge of the pharmaceutical industry.
• Able to succeed in a dynamic, rapidly changing business environment.
• Understanding of System Development Life Cycle for computerized systems.
• Demonstrated ability to interact and communicate with all levels of business leadership and operational teams.
• Excellent facilitation, consultation, and Influencing skills, including experience with outsourced service providers.
• Able to explain technical information in a way that establishes rapport, persuades others and gains understanding.
• Must be able to work independently.
• Proven experience of working within an IT service framework (ITIL), throughout the service lifecycle.
• Project management experience on small to medium sized projects, with demonstrated knowledge of project management process and methodologies.