Purpose, Profile and Description
The role Delivery Service Manager holds accountability and responsibility for the way global service management processes are executed. This covers the operational delivery of one or more IT services to the business. The Delivery Service Manager produces service outputs in the incident, problem, change and release management processes, tailored to the accounted IT service or a set of IT services.
Desired Main Outcomes of Role Interaction
High visibility and awareness of operational efficiency with business customers
IT services are operated at agreed fit for purpose service levels in productivity, quality, output, and cost
Releases and changes are applied without interruption of services.
Internal Business customers
Internal IT partners
IT quality representatives
External partners and vendors
Number of Subordinates (If any)
No direct reports.
Possibly assigned role of Squad Lead.
Face to the business for operational services and the initial single point of contact and escalation for operational service issues.
Change control procedure and processes are in place. Ensures releases and changes are delivered in a controlled and agile manner.
Computerised System Validation (CSV) compliance guidelines and procedures are followed where applicable.
Responsible for driving continuous improvements to facilitate 'good enough' team output and elevating overall service experience.
Regular service reports to IT management and business clients are issued
Input and guidance to cross-functional and cross-regional communities of practice is provided out of the service units, increasing and spreading knowledge and skills within PTIX (Informatics for Pharma Technical Operations).
Complexity of solution landscape, mission-criticality and service levels of solutions, service delivery model and stakeholder landscape vary according to the seniority level.
Passionate about learning, sharing and further developing “best practice” and embed it as “next practice” to achieve greater impact
Good enough instead of perfection
Exhibits servant leadership behavior, self-aware leader and a flexible team-player in a multi-cultural environment
Agile competencies: having a growth mindset, knowing yourself, being courageous and get connected
Expert in the discipline of IT Service Management.
Certified in ITIL V3/V4
Possess a combination of analytical thinking, hands-on problem solving, and a customer-service mindset
Life sciences industry and commercial process, solution, application and system knowledge preferred
Bachelor's degree in computer science, information systems or a related study (or equivalent project-related experience).
Years of Relevant Working Experience
A minimum of 5 years of experience in IT
3 years of experience in IT Service Management
Normal hours with flexibility to participate in virtual meetings outside of normal hours and respond to escalations in the event of major incidents.