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23 GlaxoSmithKline Pharmaceuticals Jobs
Service Manager-Veeva Quality Vault
3-9 years
Bangalore / Bengaluru
1 vacancy
Service Manager-Veeva Quality Vault
GlaxoSmithKline Pharmaceuticals
posted 3mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Lead a team of high performing individuals who provide service management, oversight and interface with the strategic supplier and GSC Quality D&T.
- Oversee provision of all L2/L3 incident management, problem management, change management and fulfil the ITSM role.
- Serve as the primary operations escalation contact for Global Business Units
- Transform the ways of working from a project-based to a product-based organization, ensuring we maintain excellence in service management and operations.
- Analyse and review actual service performance against agreed SLA and OLA measures, including internal GSK metrics and external metrics with vendors (Veeva, Accenture)
- Lead continuous improvement initiates to enhance the SLA and OLA targets and metrics
- Provide regular reports on service performance and achievement to the service owner and governance boards
- Develop and maintain management processes and controls to ensure quality is maintained to meet business objectives
- Champion and promote service improvements to continually improve quality and customer satisfaction
- Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of significant service issues.
- Ensure the defined services capacity meets GSK business demand.
- Lead on ServiceNow CMDB currency, ensuring all is up to take and play a key role in change approvals.
- Oversee BAU Vault Loader Migrations, working with third party migration partners and Business teams to migrate content
- Manage IT Risks on behalf of the Veeva Quality Tech Team.
- 8+ years of experience in Service Management
- 3+ years Veeva Vault experience, QMS/QualityDocs preferred
- Previous demonstrable excellent relationship building and communication skills
- ITIL or other Service Management qualifications
- Prior experience in Veeva migrations
- Veeva Platform Admin certifications
Employment Type: Full Time, Permanent
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