Global Service Manager

Join a Legacy of Innovation 110 Years and Counting!

Daiichi Sankyo Group is dedicated to the creation and supply of innovative pharmaceutical therapies to improve standards of care and address diversified, unmet medical needs of people globally by leveraging our world-class science and technology. With more than 100 years of scientific expertise and a presence in more than 20 countries, Daiichi Sankyo and its 15,000 employees around the world draw upon a rich legacy of innovation and a robust pipeline of promising new medicines to help people. In addition to a strong portfolio of medicines for cardiovascular diseases, under the Group's 2025 Vision to become a "Global Pharma Innovator with Competitive Advantage in Oncology," Daiichi Sankyo is primarily focused on providing novel therapies in oncology, as well as other research areas centered around rare diseases and immune disorders.

Summary

This position is responsible for all aspects of Global Service Operation, Support and Delivery after go-live including service issue resolution, service improvement, minimizing service disruption and maximizing customer satisfaction for assigned Global and Regional functions and related application/solutions The Global Service Manager will co-ordinate with Regional Service Management groups, application support teams and vendors to ensure quality support within defined Service Levels and co-ordinate with business and senior management in providing status of the support services as well as resolution of escalated issues. Global Service Manager will also facilitate the change management discussions as per defined processes and will plan minor enhancements/change controls with vendor and L3 teams.

Responsibilities

• Managing the entire ongoing system operations for Global and Regional functions and related application/solutions
  • Act as a primary contact for all stakeholders in operation phase
  • Share the status regularly with the Senior Management Committee and escalate if a subject that cannot be made decisions by Operational Governance arises
  • Maintain the System Lifecycle of the application in the mid/long-term
  • Grasp milestones of the service contract and product roadmap and raise awareness to all stakeholders
  • Service offering development including management of service catalog
  • Work with Service Design teams to enable support teams and take transition of the defined service management processes
  • Define, document, and govern strategy, standards and procedures around service document management and ensure vendors and consultants are compliant with standards and procedures
  • System Administration of user onboarding, study/product onboarding, consistent naming convention across all Envision solutions
• End-to-end service issue resolution across multiple service providers
  • Perform incident analysis and suggest action items
  • Manage external service providers
  • Operational service management including all aspects of event, incident, problem, knowledge, change availability, capacity, continuity, and release management
  • Oversee all aspects of service level agreements
• Platform Governance, Service request fulfillment, continuous improvement, and minor enhancements/change controls
  • Interact with Business Owners and business process leads through Regional Service Manager and Global IT leaders to understand and fulfill business demands or requests properly
  • Continuous service improvement across all key technology operational domains: business value, operational stability/performance, operational cost, and customer satisfaction
  • Work with support teams to develop service improvement plans
  • Platform level governance for all Envision solutions to manage and inform ongoing operational platform updates
• Regional service management activities where other regions (e.g., DSE or DSJ) would be Global Service Manager
  • Act as primary contact for operations at regional level and escalate to global service manager if issues or risks are not resolved at regional level

Qualifications: Successful candidates will be able to meet the qualifications below with or without a reasonable accommodation.

Education Qualifications (from an accredited college or university)

• Bachelor's Degree Bachelor’s degree required, preferably in Computer Science or related field required

Experience Qualifications

• 7 or More Years 7+ yrs. of overall IT experience with 1 year of IT Service Management experience specifically in Global Medical Affairs domains required
• Expertise in creating, managing, and improving services using IT Service management frameworks, libraries, and standards like ITIL, ISO 20000, COBIT etc. preferred
• Experience in managing software development projects with complete understanding of SDLC process and mythologies like agile, waterfall, iterative development preferred
• Strong experience in developing Work Instructions, SOPs, Service Management Plans and enabling support ecosystem for new services required
• Expertise in using/configuring document management including workflows/power apps for collaboration tools like SharePoint, MS Teams preferred
• Expertise in using/configuring incident management and process automation systems like Service Now, JIRA is preferred preferred
• Expertise in supporting cloud applications is preferable including Web Services(API based integration),AWS, Azure and other cloud providers preferred
• Pharmaceutical industry experiences a strong plus with preference to experience in Medical Affairs area preferred

Licenses and Certifications

• Certified Scrum Manager Scrum Master, PMP certifications preferred preferred
• ITIL Foundations v3 Certifications in field of IT Service management like ITIL preferred

Travel

Ability to travel up to 5%

Daiichi Sankyo, Inc. is an equal opportunity/affirmative action employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.