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Omni Channel Global Operations and DevOps Lead

Employer
Gilead Sciences, Inc.
Location
Raleigh, NC
Start date
Nov 20, 2022

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Discipline
Manufacturing & Production, Operations
Required Education
Masters Degree/MBA
Position Type
Full time
Hotbed
Best Places to Work
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Job Details


Gilead Sciences, Inc. is a biopharmaceutical company that has pursued and achieved breakthroughs in medicine for more than three decades, with the goal of creating a healthier world for all people. The company is committed to pursuing scientific invention to prevent and treat life-threatening diseases, including HIV, viral hepatitis and cancer. Gilead has operations in more than 35 countries worldwide, with headquarters in Foster City, California.

You will be part of a team that is helping millions of people live healthier, more fulfilling lives. We are a close community where every individual matters and everyone has a chance to enhance their skills through ongoing development. Inclusion is one of our core values, which means we are creating and fostering a work environment where our differences are valued, and everyone feels respected and empowered to bring their authentic selves to work. By joining Gilead, you will further our mission to discover, develop and deliver innovative therapeutics for people with life-threatening diseases.

The Gilead Business Services center in Raleigh is home to some of the company's critical shared service teams in North America, including Information Technology, Global Financial Solutions, HR Operations and Procurement Services Desk. These functions provide the necessary support to ensure Gilead's business runs effectively and efficiently. The center will also be a catalyst for standardization of processes, digital transformation and technology optimization.

Job Summary:

The Omnichannel Global Operations and DevOps Leader acts as an Operations lead for the entire global Omnichannel ecosystem. The lead will report to the Global Omnichannel and Digital Customer Experience Capability Head. With the primary responsibility to lead global operations, there is a duality of responsibility in order to lead and manage the development related activities for enhancing the global omnichannel capabilities (sustainment).

This role will support and liaise with broad business teams including Commercial Operations, Marketing Operations and Product Teams with other cross functional groups as needed. The role will also engage across IT teams who manage/support systems within the Capability ecosystem, i.e., integration touchpoints. The role will infuse forward looking, creative and innovative solutions, as an operations partner to the business and one that brings ideas to the table, rather than just reacts to them. In addition, this role will be involved from the ideation for best operations, support of IT solutions for business needs through to successful transition of all Omnichannel/Digital initiatives and enhancements seamlessly into operations. A problem-solving mindset that can proactively support business needs that arise with viable and feasible solutions/options.

Projects can be varied from introduction of new capabilities on new SaaS based solutions (e.g. Salesforce Marketing Cloud, IQVIA Orchestrated Analytics, Okta, OneTrust, Sitecore, Tableau), Business Enhancements grouped into sustainment releases, Security assessment of third-party SaaS solutions, and implementation of new technologies to enhance business effectiveness.

The role needs someone who is familiar with software lifecycle processes and systems management both from a development and operations perspective as well as someone who is experienced in standard ITIL framework of end user support and running technical operations.

The successful candidate will support business initiatives and oversee the transition to operational support post go live. Scope will be across IT Projects and Sustainment (Continuous development), Operations and Support for Omnichannel. Responsibilities also include end to end financial management for sustainment.

Functional Job Responsibilities:
  • Responsible for managing a cross functional teams and Vendor teams for the development, deployment, and operations of sustainment releases for the Omnichannel ecosystem. Collaborates with Capability Managers and Domain Architect in the proposal of new features to enable business capabilities with agility, velocity and quality while optimizing costs.
  • Oversees technical design and implementation of incremental solutions and ensures development execution according to plan.
  • Oversees the operational support, including maintenance, SaaS Patch releases, production issue resolution and performance measurements against KPIs.
  • Continuous Development/Continuous Improvement mindset and ability to determine appropriate delivery approach based on the type of initiative/project – Waterfall, Agile, Hybrid.
  • Manages the end-to-end development and operations engagement with solution vendors and managed services. Focuses on building out a strong vendor partnership and responsible for monitoring and reviewing their performance. Define and track metrics and scorecards to measure value.
  • Serve as focal point for the respective business area for all IT Operations' needs, priorities and translate them into the IT regional roadmap for prioritization and solution proposals using agreed, appropriate IT systems and processes.
  • Advise IT and business leadership on capability enablement opportunities. Plan activities, manage IT budgets and ensure related portfolios are strategically and operationally aligned with the business needs as well as the IT functional strategies
  • Establish standard support and operations for the Omnichannel ecosystem globally across all Gilead commercial markets working closely with regional business operations groups as well as core IT teams outside of the omnichannel group.
  • Directly accountable for the services provided to end users through the omnichannel ecosystem.
  • Accountable for the financial management of global omnichannel systems' licensing renewals, maintenance, enhancements, resourcing, vendors, sustainment etc. which includes the department budget as well as budgets to transition new functionality into production and steady state support and operations.
  • Partner with the business to turn their strategy where required for IT capability into IT projects that will deliver the outcomes to support the business strategy.
  • Ensure availability of appropriate project plans for implementation addressing organizational, technical, process, change management and training perspectives when introducing new applications or sustainment of existing applications.
  • Leverage existing solutions from the IT toolset and support the business to maximize the benefits delivered from project investment
  • Partner with product vendors to understand solutions and capabilities to support business needs – leveraging investments made and extending existing solution wherever possible.
  • Ensure that initiatives generated by business functions are in line with the Gilead IT regional/global approach and utilize appropriate tools where these already exist within the IT toolset. Global to local mindset to bring about standardization where possible.
  • Negotiation and mediation between business and IT to find pragmatic solutions will be an important component of the job.
  • Projects are managed and monitored to assure benefits are met and potential bottlenecks or failures are identified and solved in due time.
  • Oversee project transition to support and operations execution working with project team and with the IT Project Manager designated to the project.
  • Ensure resources, either internal from IT Department or external are secured to meet business
  • demands. Resource and capacity planning for project to align with baselined plans and schedules.
  • Deploy solutions that meet business requirements in accordance with agreed plans, timelines and budgets.
  • Facilitate the resolution of issues, escalating problems if required (within the business or within IT as
  • appropriate).
  • Contribute to the global/regional planning of IT projects and portfolio
  • Evaluate feasibility of potential projects in coordination with the associated regional / global IT Departments.
  • Collaborate with the business lead to develop business cases for projects. Review estimates and vendor contracts.
  • Analyze IT requirements for input to the budgeting process.
  • Ensure the impact of IT initiatives from other areas are assessed, aligned and communicated, and requirements are incorporated into plans as needed.
  • Leads and develops Omnichannel and Digital Customer Experience support or Release planning over entire lifecycle with adherence to either Agile, Waterfall or Hybrid delivery.
  • Sustainment Release Planning with management of the core delivery team and provides oversight from requirements into product development stages/phases into support and operations.
  • Manages Development / Operations team in order to provide L1/L2/L3 support on production systems. Will be a point of escalation for the business
  • Responsible for the overall establishment and success of the Managed Service provider (MSP) related to Digital and Customer Experience ecosystem (scope largely around customer engagement content, channels, campaign planning, execution and measurement).
  • Collaborates with the Omnichannel capability team, to align / coordinate Dev/Ops teams to design, develop, and launch capabilities as needed.
  • Leads the Managed Services Provider through the Gilead SDLC, Release, Change Management and New Service Introduction processes.
  • Manages and monitor performance of the MSP business metrics (e.g., SLA's, release management, value delivery; delivers recovery or action plans for exception issues.
  • Creates a working environment that is conducive to individual growth, high performance, is challenging and rewarding.
  • Undertake personal development activities to ensure that the core tasks and responsibilities of this role continue to be met as the role evolves in line with business change.


Basic Qualifications:
  • Minimum education and years of relevant experience, including experience in biotech/pharma sector and/or professional services (e.g. consulting, finance, legal, and/or corporate experience in a relevant function)
  • B.S./B.A. + 8 or more years of experience
  • M.B.A./Masters + 6 or more years of experience
  • J.D. + transaction specific experience and industry knowledge


Preferred Qualifications:
  • 10 years of IT experience (technology requirement gathering, process, standards, solutions, services, applications).
  • Preferred business experience and understanding of core marketing, marketing operations, digital and customer experience processes.
  • Experience managing global teams of Managed Service Providers/Vendors
  • Experience with Commercial Omnichannel Ecosystem, examples: (Salesforce Marketing Cloud, Veeva Vault for Multichannel, Okta, OneTrust, IQVIA Orchestrated Analytics etc.)
  • Preferred experience with integration tools such as Informatica, and an appreciation of integration and solution architecture. Working with APIs and ability to conduct root cause analysis across complex technical architecture that underpins omnichannel solutions.
  • Comfort and experience working with a senior leadership team representing multiple functional areas and interests and being able to prioritize across numerous important initiatives.
  • Some experience of strategic planning (Roadmaps) and of aligning IT strategies with business goals
  • Experience of working through different stages of the systems development life cycle and SLDC methodologies – Agile, Waterfall, Hybrid
  • Experience of DevOps principles and a CD/CI methodology
  • Experience working effectively across a matrixed organization and successfully executing and achieving results without direct authority.
  • Experience providing and driving cross-functional and cross-geographical IT solutions to business needs and
  • opportunities.
  • Comfort working directly with both business partners and IT department / solution providers.
  • Experienced in standard ITIL processes for end user support and operations.


Gilead Core Values:
  • Integrity (Doing What's Right)
  • Inclusion (Encouraging Diversity)
  • Teamwork (Working Together)
  • Excellence (Being Your Best)
  • Accountability (Taking Personal Responsibility)


If this is not the right move for you now but remain interested in a career at Gilead Sciences, please connect with us via our Career Site: https://gilead.yello.co/job_boards/v42vD4vKxb3AkKvV93YsrQ

As an equal opportunity employer, Gilead Sciences Inc. is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state and local laws. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact careers@gilead.com for assistance.

For more information about equal employment opportunity protections, please view the ‘EEO is the Law' poster: https://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf

Notice: Employee Polygraph Protection Act: https://www.dol.gov/whd/regs/compliance/posters/eppac.pdf

Your rights under the Family and Medical Leave Act: https://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf

Pay transparency nondiscrimination provision: https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf

Our environment respects individual differences and recognizes each employee as an integral member of our company. Our workforce reflects these values and celebrates the individuals who make up our growing team.

Gilead provides a work environment free of harassment and prohibited conduct. We promote and support individual differences and diversity of thoughts and opinion.

For jobs in the United States:

As an equal opportunity employer, Gilead Sciences Inc. is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state and local laws. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact careers@gilead.com for assistance.

Following extensive monitoring, research, consideration of business implications and advice from internal and external experts, Gilead has made the decision to require all U.S. employees and contractors to receive the COVID-19 vaccines as a condition of employment. "Full vaccination" is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a sincerely held religious belief or a medical condition or disability that prevents them from being vaccinated, can request a reasonable accommodation.​

For more information about equal employment opportunity protections, please view the ‘EEO is the Law' poster.

NOTICE: EMPLOYEE POLYGRAPH PROTECTION ACT
YOUR RIGHTS UNDER THE FAMILY AND MEDICAL LEAVE ACT

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

Our environment respects individual differences and recognizes each employee as an integral member of our company. Our workforce reflects these values and celebrates the individuals who make up our growing team.

Gilead provides a work environment free of harassment and prohibited conduct. We promote and support individual differences and diversity of thoughts and opinion.

For Current Gilead Employees and Contractors:

Please log onto your Internal Career Site to apply for this job.








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Company

Gilead Sciences is a biopharmaceutical company that discovers, develops, and commercializes innovative therapeutics in areas of unmet medical need. The company's mission is to advance the care of patients suffering from life-threatening diseases worldwide. Headquartered in Foster City, California, Gilead has operations in North America, Europe and Australia.
 

Find Us
Website
Location
333 Lakeside Drive
Foster City
California
94404
US
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