Global Service Manager

• Focuses on Incident, Problem, and Change is responsible for the ownership and management of these processes 
• Lead major incident calls, conduct problem management meetings, and drive process and policy adaptation within the support teams and across business units 
• Responsible for the training, performance tracking, and reporting of these processes 
• Work across all applicable functional areas within IT to ensure processes are implemented, followed, and aligned with the business and Global IT strategy 
• Responsible for managing multiple vendor relationships and for providing oversight of the relevant support teams for their domain area 
• Manages service contracts, change management, and SLA management 
• Partner with vendors, businesses, and IT partners to manage the end-to-end vendor lifecycle. 

Responsibilities

• Manage, report, and communicate on the global performance of owned processes 
• Analyze Service Requirements in business to define/revise service levels 
• Monitor Service Quality and put proactive measures in place to improve it 
• Partner with other IT leaders across the organization and champion the day-to-day operation of the lifecycle of Incident, Problem, and Change Management 
• Evaluate the impact of planned changes 
• Providing coaching and training to Support teams 
• Responsible for review, approvals, categorizing, prioritizing, of change requests 
• Establish KPIs for systems and services, measure and report the results 
• Oversee relationship with vendors in adherence to KPIs 
• Communicate and interface with matrix teams, IT leadership, business leadership, and external vendors/partners to execute responsibilities 
• Perform service-design responsibilities for projects and major changes, participate in RFP-related activities/reviews 
• Support IT Senior Management by maintaining high service standards 
• Analyze and Report on partner performance across all defined metrics and identify trends, opportunities, issues, and successes 
• Work with vendors and businesses to improve performance through creative process improvement and implementation of new strategies 
• Facilitate regular business reviews with all partners and provide performance summary analysis, and gap analysis to ensure that the right tools and processes are available to deliver the best customer experience 
• Ensure applicable support team members maintain alignment to standards, following GxP guidelines meeting documentation needs in support of all internal and external audits 
• Partner with application teams and vendors, when appropriate, to deliver projects

Qualifications

• Experience in the structure, development, migration and management of IT services 
• Experience with support of global systems and users, including a working knowledge of pharma business processes 
• Experience in global business and supplier relationship management 
• Experience managing, enhancing, and supporting global, enterprise grade technology services including development and structuring of third-party service agreements 
• Experience managing multiple vendors and service providers under a Service Integration and Management (SIAM) model 
• Proven ability to work in a global and highly matrixed and sourced environment 
• Understanding of key industry best practices as well as legislative, regulatory and industry artifacts/frameworks such as the following: 
• ITSM/ITIL 
• 21 CRF § 11: Electronic Records, Electronic Signatures. 
• Experience working in an international organization.