Delivery Service Manager
Position title: Delivery Service Manager Location: Welwyn Garden City (Herts) To support the continued growth and success of the clinical data capture service in Roche we are looking for an additional delivery service manager. The scope of service delivery includes all IT services related to clinical data capture including business applications, teamwork technologies,infrastructure and end user computing. With an evolving portfolio of IT services including extensive use of cloud solutions and leading edge technologies like MarkLogic, the individual will be required to work in close collaboration with existing internal and external globally located operational teams and business partners with a focus on delivering improved service levels and user experience. Mandatory requirements: Thorough understanding of Electronic Data Capture Solutions (ideally Medidata Rave) and the business process it supports. Solid technical background with experience in developing, managing and maintaining client-server and cloud-based solutions. Experience in running a delivery service in a GxP regulated environment, following ITIL processes. Primary responsibilities: You will lead the Incident and Problem management processes for the data capture service. You will act as the initial point of contact for incident and problem management for business partners Implement appropriate framework and processes (e.g. Project Management, Computer Systems Validation) to ensure operations are in compliance with applicable operating procedures, policies and, SLA’s Provide technical support, troubleshooting and root cause analysis for in-house as well as vendor developed solutions globally and administer change control procedure and processes, including management of change control boards and oversight of implementation of approved changes Work in collaboration with business to identify business solutions and requirements for new functionalities Technical authority who can provide 3rd level support and participate in system design and development and implementation activities. Who you are You’re someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests across functions and geographies. Where a job title is not considered the final definition of who you are, but the starting point.Qualifications: An accomplished IT Service Delivery Manager, with experience of leading service delivery based on ITIL good practice Certified ITIL practitioner to at least ITIL intermediate level or equivalent, with experience of Incident, Problem and Change management Experience in Pharmaceutical space, ideally with delivering Electronic Data Capture and Data Management IT solutions in a GxP environment A self-starter who will take ownership of assigned activities and work towards completion Experience of working with software and service vendors in contracting and driving improved supplier performance Inventive, confident when there is pressure, and confirmed ability in both crisis and expectation management Flexible to work outside of normal working hours and prepared to undertake occasional international travel. Who we are Our UK Pharmaceutical head office is situated in Welwyn garden City, Hertfordshire, with beautiful country side surrounding the area. Supported by major motorways & airports as well as being a 30 minute train ride to London, access is easy. With over 1400 people occupying our site in Welwyn, you can expect opportunities in Early Development (pRED), Product Development (PD), Commercial (Rx) and of course our corporate function.Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.