Service Manager for R&D Digital & Tech Research, CMC& Labs applications

ENGINEERINGUK; Stevenage; On-site; GBP 40,000 - 80,000; Full time

Job description

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Service Manager for R&D Digital & Tech Research, CMC& Labs applications

Site Name: Poznan Business Garden, UK - Hertfordshire - Stevenage
Posted Date: Apr 2 2025

Why GSK?
Uniting science, technology and talent to get ahead of disease together. GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns. Our success absolutely depends on our people. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. If you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

In this role you will...

• Be accountable for provisioning of Tech support services for a portfolio of IT applications or services in R&D Digital & Tech Research, CMC& Labs critical Operations area and for managing the staff required (globally/locally) to achieve this.
• Provide leadership, support direction and GSK process knowledge/expertise to support teams composed of GSK strategic partners and software vendors.
• Oversee and guide performance of the support team ensuring that the GSK Standard Processes are applied and agreed service level agreements are maintained.
• Review support service delivery with Strategic Supplier to ensure that agreed targets are met and prepare proposals to meet forecast changes in the level or type of service.
• Serve as point of contact for service operations performance and support advice/expertise for Product Directors and Product Owners and act as escalation point and coordinator (as required) for resolution of major outages.
• Maintain product backlog and future direction of product lines and continually assess impact on support demand and requirements. Work closely with Product Directors and Product Owners to determine, document and agree support models and service level requirements for new products/applications.
• Propose, prioritize, develop and implement strategies and innovative solutions to simplify the operating environment and lower the total cost of ownership of assigned R&D applications and services.
• Management and Coordination of Major Incident System Outages as required, which will include senior stakeholder communication and Root Cause Analysis.

Qualifications & Skills:

• Experience in IT service management for a global service, especially across pharmaceutical/R&D applications or services.
• Experience in working in pharmaceutical/ regulated/ GxP environment.
• Experience of working across global services and solutions (such as ServiceNow).
• Demonstrated success in managing offshore vendors, IT services and projects to meet the needs of business within agreed SLAs, time and budget.
• Excellent relationship management, strong influencing and communication skills (including excellent English language skills).
• Experience working with diverse teams (countries and cultures) effectively.
• Ability to make appropriate technical analysis/decisions, initiating action to resolve operational issues.
• Bachelor's degree or equivalent (IT, Business analysis, Project/ Product management).

Preferred qualifications:

• Agile/Scrum and/or ITIL Service Management foundation qualified.
• Toolsets experience in Scrum, Kanban, SAFE desirable and managing a Product portfolio using Jira or similar tool.

Benefits:

• Career at one of the leading global healthcare companies.
• Attractive reward package (competitive salary, annual bonus & awards for outstanding performance).
• Possibilities of development within the role and company's structure.
• Life insurance and pension plan.
• Open and inclusive environment which is supportive and welcoming of all diversity strands.
• Private medical package with additional preventive healthcare services for employees and their eligible counterparts.
• Sports cards (Multisport).
• Personalized learning approach (mentoring, online training platforms).
• Extensive support of work-life balance (flexible working solutions).
• Supportive community and integration events.
• Modern office with creative rooms.
• Free car and bike parking, locker rooms and showers.

Inclusion at GSK:

We want to hear from you and support with any adjustments that you may require during the recruitment process. Please get in touch with our Recruitment Team ([e-mail]) to further discuss this today.

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.