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  • Service Manager/SLM (MES)

    Service Manager/SLM (MES)

    Kraków
    Type of work
    Full-time
    Experience
    Senior
    Employment Type
    B2B
    Operating mode
    Remote
    Avenga

    Avenga

    We are a team of IT and digital transformation experts. Strategic consulting, customer experience service, software development, and outsourcing of top-class IT specialists is what we do (and more!).

    Company profile

    Tech stack

      ITIL

      advanced

      ITSM

      advanced

      MES

      advanced

      CSV

      regular

      GXP

      regular

      ServiceNow

      regular

      SQL

      regular

    Job description

    Responsibilities:

    - Provide expertise to incident, problem management, change, release and configuration management according to ITSM

    - Ensure operational stability and effectiveness of IT systems through appropriate application management, monitoring and support

    - Provide configuration, adaptation, scripting and testing expertise to maintain and enhance solution according to business needs

    - Deploy application deployment packages from software vendor to application environment via change management process

    - Contribute to knowledge management and ensure quality of knowledge, including solution documentation and knowledge base

    - Maintain GxP systems in validated state, according to Computer Systems Validation (CSV) policy and procedures

    - Collaborate with delivery partners and facilitate cross-functional experts to deliver a particular service where required

    - Maintain a good understanding of business processes and context in which the IT services are consumed within the PT space, such as manufacturing, quality, supply chain and engineering

    - Apply knowledge of systems, tools and problem solving skills in the respective domain

    - Maintain good working knowledge of products, both commercial off-the-shelf and proprietary solutions used in the respective domains. These include data historian, Manufacturing Execution System (MES) and system and equipment interfaces

    - Handling technical and functional incidents related to supported service/application in accordance to Incident Management Guideline throughout all stages of their lifecycle (this includes proper incident logging, categorization, prioritization, functional or hierarchical escalation, investigation & diagnosis, resolution & recovery, closure).


    Requirements:

    - Depth of subject matter expertise, complexity of solution landscape, mission-criticality and service levels of solutions, service delivery model and stakeholder landscape vary according to the seniority level

    - ITIL V3/V4, certification is an advantage

    - Bachelor's degree in computer science, information systems or a related study (or equivalent project-related experience).

    - A minimum of 5 years of experience in IT

    - 3 years of relevant experience as Support Specialist in related industry.

    - Experience in one or more domains: packaging,manufacturing,supply chain, engineering in Pharma/life sciences industry.

    - Working knowledge of Computer Systems Validation (CSV) and GxP

    - Responsible for providing reliable delivery of IT services based on IT Service Management (ITSM) processes

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