IT Service Manager

GSK

Poznań

Type of work

Undetermined

Experience

Senior

Employment Type

Permanent

Operating mode

Office

Tech stack

eForm

advanced

DevOps

advanced

Job description

Online interview

We are a team of IT experts, who provide excellent services for GSK sites worldwide on a daily basis. As a part of a global healthcare company, we work in a multinational environment, support around 100 000 GSK employees and over 20 000 systems in the entire company. At present, at our office in Poznan, we employ about 700 highly-skilled professionals.

Main competencies covered by GSK IT are: Cyber Security, R&D (Labware, eTrack, Argus, Documentum), CRM applications, Mobile Applications, Manufacturing Engineering Systems, BI, Artwork and Packaging Systems, Laboratory Execution Systems (LIMS), Adobe AEM, Veeva, Salesforce, Digital Projects Delivery, AI, Knowledge Management, Hosting Infrastructure, Networks, Collaboration Tools and End-User Support.

The eForms Service is a global GSK service and includes the management of demand, delivery & support capabilities for an internally developed bespoke workflow environment, across all GSK business units. Aligned under Global Applications & Development (GA&D) this service currently provides support services for 25,000+ customers across 80 countries.

The scope of this service includes the provision & support of any applicable business process which requires controls and compliance to a mandatory workflow. IT Service Manager is essential for the service to maintain its current business level of service.

This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following:

Work closely with internal eForms Delivery & DevOps teams to facilitate a smooth transition for the roll-out of eForms processes (new capability + enhancements + eForms framework upgrades)
Manage, deliver & owns communication of periodic service overview updates across all regions and functions. Participate in regional Comm Cells to provide appropriate service metrics & status updates on escalations
Manage an offshore model to support 25,000+ internal customers (incident management, problem management, service requests & change management)
Work directly with global & local market IT delivery teams, as well as management levels of global, regional and local business teams to ensure understanding & agreement of service levels & cost recovery components
Ensure adequate resourcing model in market & regions to support global deployment, including working with project teams to ensure good change management and user training are in place to support deployments
Partner with applicable Core Tech & Cloud teams to ensure a seamless deployment e.g. Internal/External Web Hosting, Database teams, etc.
Ensure regional/market deployment handover to all steady state services (IT & business) is effective. Ensure steady state processes are well embedded in Local Operating Companies as part of deployment
Develop a culture of continuous improvements for eForms deployments, thinking strategically and with a proactive approach
Consistently measure & react, when appropriate to Voice of the Customer & Voice of the Process feedback

Why you?

Basic Qualifications:

We are looking for professionals with these required skills to achieve our goals:

Proven track record for delivering or supporting strategic, innovative and critical projects on time, within budget and with high customer satisfaction
Experience through effective collaboration with 3rd parties, including offshore and outsourcing partners
Strong communicator, team player, able to maximize teamwork through direct/indirect control + influence
Demonstration of process improvement mechanisms to drive performance and value add
Demonstration of conceptual thinking, modeling, analytical and problem-solving skills
Strong and demonstrated interpersonal skills, including networking and teamwork abilities, combined with strong negotiation and communication skills, within both IT and Business communities
Proven ITIL service management & service deployment capability
Demonstrated understanding of software life cycle development methodologies and Project Management methodologies
Demonstrated relationship management of Vendors and Offshore Service Partners

Preferred Qualifications:

If you have the following characteristics, it would be a plus:

Experience supporting business process management solutions including understanding of Pharmaceutical & Consumer business principles including commercial, financial & marketing processes and ways of working
Experience in working at global and regional level
Possess an excellent understanding of business processes
Ability to work in a complex & matrixed organization setup with multiple reporting relationships
Evidence of driving business results through IT innovation
Strong Innovative Thinking and Leading People behavioral capabilities

Why GSK?

Our values and expectations are at the heart of everything we do and form an important part of our culture. These include Patient focus, Transparency, Respect, Integrity along with Courage, Accountability, Development, and Teamwork.

Benefits:

Career at one of the leading global healthcare companies
Contract of employment
Attractive reward package (annual bonus & awards for outstanding performance, recognition awards for additional achievements and engagement, holiday benefit)
Life insurance and pension plan
Private medical package with additional preventive healthcare services for employees and their eligible
Sports cards (Multisport)
Possibilities of development within the role and company’s structure
Personalized learning approach (mentoring, online trainings’ platforms: Pluralsight, Business Skills, Harvard Manage Mentor, Skillsoft and external trainings)
Extensive support of work life balance (flexible working solutions, short Fridays option, health & wellbeing activities)
Supportive community and integration events
Modern office with creative rooms, fresh fruits everyday
Free car and bike parking, locker rooms and showers