Service Delivery Manager, Contract

£475 - £525 p/day

Do you want to make an impact to the healthcare sector at this time of need? This role will have a huge impact to those companies and individuals on the front line

This global pharmaceutical company need to hire a Senior level Service Delivery Manager on a 6 month contract. It will be work from home initially, once we're out of lock down and things are back to normal, you will still be given flexibility to work from home but will be required to also attend the office which is based in Surrey.

You'll be joining the global commercial applications division, so your remit will be global. Some flexibility with your hours will be required to deal with countries in different time zones.

They want someone to look at everything, from a high level and tell them how things look, where improvements can be made. It has a huge impact... the people using these systems and applications are Healthcare workers on the front line, so the tech needs to work and if something isn't working the appropriate level of service needs to be provided to get things working again. The company’s reputation in these challenging times could be compromised if apps and systems fail and aren't given the urgent action required to remedy it. 

We need you to be influential at senior stakeholder level.. changes to KPI's / SLA's may need to happen to ensure suppliers and vendors are providing the right level of service. You’ll use your stakeholder management skills, influencing internal changes that need to happen to improve performance

All of the applications are pharma, life science focused. Due to the high level of regulations with these technologies you will need to have previous experience in a pharmaceutical or healthcare company to be considered.

Some of the core experience required:

Veeva CRM

Service Now

Salesforce.com

Salesforce Marketing Cloud

Azure

Sitecore

Mobile Device Management

Website Apps

Marketing Automation

Deliverables:

1. Lead resolution for high priority incidents

2. Vendor relationship management 

3. Application management for Cvent and E-Pricing, and other applications as required

4. Standardise L1, L2 and L3 services, including change/release processes, service catalogues and KPI reporting 

5. Implement standard service introduction for new applications, projects and services

6. Drive process excellence, continuous improvement, vendor governance and return on investment

You'll need to build relationships with Infrastructure teams, Managed services, Suppliers, Vendors

They are currently deploying more digital applications at a rapid pace to keep up with the demand from healthcare companies around the world during the Covid19 outbreak. Put simply, these systems and applications must work, must work well, and if they do encounter a problem it is your responsibility to get things back up and running as a matter of urgency.

Veeva CRM is their global commercial hub, lots of downstream systems read data from there so that knowledge will be essential.

You'll need to be able to mix process excellence, operational hygiene, good governance, technical knowledge, stakeholder engagement and service delivery. You will know what excellent looks like and be able to advise accordingly.

You'll need to be a self-starter and really drive this forward.

The deadline for applications is Monday 6th April at 12 noon. Please don't delay, if you want to make an impact and help these healthcare workers on the front line with your technical knowledge, send me your CV ASAP for immediate consideration.