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To strengthen our rapidly growing Pharma Center of Excellence, we are looking for a Global Service Delivery Manager to lead, maintain and improve our service delivery center.
Role
Based in one of our delivery centers (Southfield USA, Brussels or Bucharest) you will lead, maintain and improve the Service Delivery processes within the Pharma specific framework & ensure that the level of customer satisfaction required by our client organizations is reached.
Responsibilities
You will be responsible for
- Day-to-day service delivery for the operations within the Pharma Center of Excellence on the different delivery sites
- Maintain pharma operating procedures across all Pharma Service Delivery sites
- Maintain ITIL compliant support standards and controls
- The coaching and management of Team Leaders, Operational Analysts, Training Coordinator and all employees on the project in order to improve customer service
- The partnering with the Project Managers, Launch Managers and Quality and Compliance Managers teams in a collaborative leadership team approach to achieve the strategic and tactical account goals.
Profile
A successful candidate should be customer driven with the ability to convince co-workers through expertise, cultural sensitivity, empathy and natural authority. We are looking for a person
- With 3-5 years of service or program management experience on multiple locations within an Pharmaceutical or IT service organization
- With a solid background within technical infrastructure coupled with ITIL knowledge & Sarbanes-Oxley awareness. ISEB accreditation is essential for this role.
- With the ability to drive process improvement to continually improve service
- With the ability to guide, persuade and influence others through developed skills of communication and diplomacy. Previous staff management and development experience essential.
- Who can identify complex problems and find creative solutions
- Who responds well to change, and maintain flexibility while keeping focus on objectives
- Who produces quality results in a fast-paced, deadline sensitive environment.
Experience within the pharmaceutical industry is considered an asset.
For more information about TechTeam Global, please have a look at our website: www.techteam.com
TechTeam Global, quoted on NASDAQ “TEAM”, is a premier provider of IT Service Management sourcing solutions for international corporations and the preferred partner of many blue chip companies. TechTeam’s main service lines are IT Help Desk Outsourcing, Managed Services and Business Process Outsourcing. Today we employ 1300 employees in EMEA serving a wide range of well known regional customers. We are a fast growing Company with clear a clear ambition to become the global leader in our selective offerings.
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