Delivery Service Manager

United States of America, California, South San Francisco

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Mission:

As Delivery Service Manager you are accountable for the operational setup, delivery, governance and continuous improvement of services associated with one or more products (technology solutions) to the business. These services enable our business to make and deliver quality pharmaceutical products.

What you’ll be working on:

  • Understand and owns every aspect of the service delivery, governance and performance.

  • Face to the business for operational services and the initial single point of contact and escalation for operational service issues.

  • Responsible for driving continuous improvements to facilitate "good enough" team output and elevating overall service experience.

  • In collaboration with Product Managers/ITBPs ensure releases and changes are delivered in a controlled and agile manner.

  • Lead the operations of services and products to achieve fit for purpose service levels in productivity, quality, output, and cost

  • May act as squad lead for run squads (ops or DevOps).

The ideal candidate:

  • Has business domain knowledge in one or more of the following area(s): pharmaceutical manufacturing, quality, engineering, product and supply chain.

  • Has manufacturing experience to build solid System Owner skills that keeps Manufacturing systems aligned with Business needs and regulatory requirements.

  • 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.

  • Possess a combination of analytical thinking, hands-on problem solving, and a customer-service mindset.

Requirements:

  • 8+ years of relevant experience as Delivery Service Manager providing mission-critical services in a global organization.

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

  • Expert in the discipline of IT Service Management, preferably certified in ITIL V3/V4.

  • Experience in Computer Systems Validation (CSV).

  • Support Audit readiness at the site and awareness of regulations like HIPAA, GDPR, FDA CFR Part 11 will be an asset.

  • Experience in highly regulated industry, preferably Life Sciences

  • Good stakeholder management and communication skills.

  • Experience in supporting global initiatives, programs and projects and coordinate implementing the same at site level.

  • Working hours: Normal hours, with flexibility to participate in virtual meetings outside of normal hours and to respond to escalations in the event of major incidents.

  • Travel requirement: Up to 25%.

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