Digital Tech Services Manager, Americas

Your Responsibilities:
The Tech Service Manager will have overall responsibility for the support and services of the various digital portfolio of applications, platforms and infrastructure under the scope of the DDAI team. Also, co-ordinates the architecture activities for the region under the guidance of the global architecture teams. Being a single point of contact (SPOC) for all service related matters impacting DDAI operations from process & system standpoint across Platforms team, Tech Operations team, Cyber Security and global applications and development team. Drive vendor/partner performance for optimum service within context of MSA / SLAs.

This role will be responsible for both retained operations and outsourced (3rd Party) services in the Americas region.

Specific responsibilities of the role include, but are not limited to:
• Co-ordinates / where appropriate manages direct and indirect subordinates as well as 3rd party service partners supporting the applications and infrastructure
• Leads definition and continuous improvement of application and infrastructure processes and sub-processes effectiveness and efficiency
• Provides overall guidance for changes to the applicable Service Area and/or Service Levels that require new initiatives, projects and/or contract changes
• Oversees the capacity planning process for applicable Service Area working with demand forecasts from the business units and actual consumption data
• Ensures compliance with infrastructure standards for applicable Service Area
• Provides input and guidance for changes and continuous improvement for applicable Service Area
• Facilitates definition and continuous refinement of outsourced services effectiveness and efficiency measurements
• Facilitate service support trend analyses and significant problem and root-cause analyses with Service Provider, Services and cross-Services, as required
• Ensures service availability standards meet KPI targets
• Produce SLA reports on monthly or when required for management review
• Reviews the SLA performance with vendor and management on stipulated time-frame
• Produce Service Improvement Plans (SIP) for SLA failures or process improvements
• Performs yearly review and adjust the SLM baseline based with vendors and partners
• Ensure/overview audit readiness services delivery
• Lead and manage DDAI services to ensure timely resolution of front-line queries.
• Drive incident investigation and analyze trends to develop actions for clear reduction in operations related concerns
• Define & implement standard process roll out model for operations to ensure end to end impact is thoroughly managed.
• ITSM practitioner with strict ITSM mindset on change, incident, problem methodologies
• Role is required take a holistic view of service integration and management while primarily focusing through the lenses of operations and support.
• Capture voice of customer and prioritize service improvement proposals
• Negotiate with relevant parties in respect of Event Management (disruptions, adverse events, etc.) and major amendments to the provision of services.
• Ensure that GSK Standard Processes are applied and adhered to including embedding and adopting standard ways of working in accordance with Quality Risk and Compliance policies.

Why You?

Basic qualifications:
• Bachelor's Degree in Digital, Computer Sciences or equivalent degrees combined with an MBA or Business experience
• Significant experience preferably working in large regional enterprises and managed large projects in capacity of a Service Delivery Manager/Lead - Pharmaceutical/Commercial/CPG or highly regulated industry.
• Experience in managing IT services and Application Service Management
• Stakeholder management with excellent verbal and written communication skills for all levels of management and staffs
• Ability to balance multiple demands and work both independently and as part of a team
• Experience with digital services delivery model
• Agile methodology
• ITIL certified or strong ITSM background with ability to understand and follow through all ITSM best practices
• Experience in leading different resource teams in different geographies
• Background in people management, financial responsibility and business decision-making
• Has responsibility for implementing a robust set of ways or working and governance that is embedded with the team and practiced rigorously.
• Needs to have managed and conducted escalations to other teams and to senior stakeholders
• Experience in people management and demonstrated experience managing teams across functions and geographies
• Excellent leadership and teamwork skills

Preferred qualifications:
• Bachelor's Degree in Digital, Computer Sciences or equivalent degrees combined with an MBA or Business experience

Why GSK?:
GSK has a 150-year legacy of helping to transform the health, lives and futures of millions of people around the world. We're a science-led healthcare company with more than 100,000 people working in 115 countries. Each year we produce around 4 billion packs of medicine, nearly 900 million doses of vaccine and more than 18 billion packs of consumer healthcare products. Our focus of helping people do more, feel better and live longer is at the center of all that we aim to do.

Contact information:
You may apply for this position online by selecting the Apply now button.
If you require an accommodation or other assistance to apply for a job at GSK, please contact the GSK HR Service Centre at 1-877-694-7547 (US Toll Free) or +1 801 567 5155 (outside US).

GSK is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

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