Description
Service Manager - Pharmaceuticals industry experience
Whitehall Resources are currently looking for a Service Manager for an initial 3 month contract based in Ireland.
Skills/Experience:
- 7+ years of experience within IT, ITIL and Service Management
- 3+ years of experience within the Pharma/Life Science industry preferable
- 5+ years demonstrated experience managing IT services or delivering IT service improvement initiatives.
- Bachelor's degree in a computer science, engineering or information technology discipline. An advanced degree and related accreditations a plus
The SM must also demonstrate strong abilities in the following areas:
- Experience in the application of improvement methodologies in a highly complex IT environment ideally from Service Management or IT outsourcing
- Leadership in delivering cross-divisional, large-scale, complex process improvement initiatives, communicating and collaborating effectively, and ability to influence Senior Business and IT leaders
- Proven experience in managing/leading project improvement teams with the ability to provide direction, manage projects in an ambiguous environment, and creating a results oriented environment delivering against project plans, strategic and tactical objectives.
- Exceptional ability to understand the business strategy and translate the technology/business process solutions in an enabling manner to effect change and achieve objectives
- Strong ability to effectively improve, simplify and streamline common business and IT processes through Lean strategies enabling the removal of complexity, replication and waste.
- Strong communication and persuasion skills including the ability to influence a configure vs. customize approach, create marketing and messaging materials that meet stakeholder preferences for use by the CIO and enterprise architects
The SM will be required to support the maturation of IT Service Management within their aligned customer group in line with NBS IT Strategic direction to standardize and align to one way of delivering IT Service Excellence:
- Assure ITTP delivery towards the assigned business area(s) - work in close partnership with aligned customer group and ITTP teams to ensure that project progress, quality and budget is aligned across all relevant ITTP deliverables.
- Oversee onboarding of aligned customer group to ITTP services ensuring that changes to customer operations are understood and onboarding projects are scoped and delivered to support the wider NBS IT strategy of a single way for managing IT service delivery. This will involve being able to co-ordinate the activities of significant numbers (20-40) external resources engaged in the execution of onboarding and ongoing exploitation.
- Build strong business relationship with stakeholder groups through leadership of regularly scheduled governance meetings
- Act as initial contact point for business needs; evaluate feasibility of potential projects in coordination with relevant customer.
- Serve as focal/escalation point for the ITTP initiatives within his/her area of responsibility, partner with the business to add value when preparing business cases.
- Provide ITSM consulting expertise towards the relevant business area(s).
- Lead solution visioning sessions, including requirement gathering and rationalization.
- Support the understanding and alignment of standard operating processes (SOPs) across relevant customers.
- Support the establishment and management of the yearly budget review demonstrating efficiency initiatives with positive budget impact for the relevant business area(s), ITTP and NBS IT.
- Ensure adherence to financial processes to support ITTP Projects and IT Operations activities for the relevant business area(s) - eg Service Level Targets, CARs