グローバルでサービスを展開する大手外資系ITサービス企業でのService Delivery Manager for Application Management Service Project for Foreign Pharmaceutical Companyの求人

本プロジェクトは、外資系製薬企業のセールス&マーケティングアプリケーションポートフォリオにおいて、プロセス簡素化とコスト削減を目指したアプリケーションマネジメントサービスを行います。

このポジションでの業務を通じて、経営層とも近い立場でプロジェクトに関わることができ、経営者視点のダイナミックな仕事の進め方を経験することができます。
最先端の情報技術や手法を活用したプロジェクトの経験を積み、高度なファシリテーションスキルを身に付けることができます。
トップクラスの製薬会社の大規模サービスでグローバルプロジェクトの経験を積むことができます。

【Job description】
・Work as Single Point of contact for the company Services to client
・Can lead service delivery meetings and customer engagement meetings organized for clients
・Can supervise team member`s daily operations with reference to day to day support function.
　E.g)
・Client provided SOPs, support documents and job aids etc. required to perform tasks and activities as part of day to day operations
・Engage (calls, meetings, in person discussion) with client and other vendor teams for troubleshooting and issue resolution
・Provide Service Management (L2 support) for services in scope
　E.g)
・Incident management
・Change management (including set up and facilitation of Change Control Board, participating Architecture review including downstream system related impacts assessment, joining Data Governance for data related topics and IT project portfolio management if the change is treated as project)
・Problem management (e.g. pattern / root cause analysis and proposing preventive action or changes to reduce incidents)
・Service Request fulfilment (both planned and ad-hoc)
・Configuration management (including Governance & Control such as access provisioning)
・Knowledge management (e.g. Self-service knowledge portal, Data Catalog using Collibra, Periodic info sharing / educational communication to promote best practice or product utilization in IT meetings or Data Governance)
・Use client provided standard service management tools e.g. Service Now, JIRA, Confluence

・Present analysis and insights of operations through
・Trend analysis of ticket data
・Trend analysis of User response
・Root Cause Analysis
・Preventive maintenance
・Proactive proposal for improvements in service quality and cost
You will gain experience in projects using state-of-the-art information technology and methods, and develop advanced facilitation skills.
You will gain experience in large-scale services and global projects for top-class pharmaceutical companies.

【Must】
・Proactive attitude, willing to learn, good communication skills
・Experience and maturity to handle support team (L2/L3) operations
・Can handle multiple stakeholder e.g. client, other vendor, the company team.
・Can engage with multi-vendor teams on need basis (issue resolution) proactively without waiting for any direction / help / guidance.
・Can share updates with stakeholders periodically through status reports, review meetings etc. as required during operations
・Experience in providing application support services (L2 & L3 ) for large programs and adhere to customer defined SOPs, processes , playbooks etc.
・Good understanding of L2 & L3 support function, it`s deliverables, KPIs, operational metrics, delivery management and governance.
・Experience of using various tools for incident management, problem management, change management, doing RCA (root cause analysis ) and CAPA ( corrective and preventive action in case of deviation) and generate reports / metrics to identify areas of improvement
・Good technical skills one or more E.g VB.Net, Node JS, and knowledge of using one or more tools like Azure Web App, Logic App, SQL Server, REST API, SharePoint
・Business level Japanese skills
・Business level English proficiency

【Nice to have】
・Prior experience of working in Pharma Sales and Marketing support engagement
・Understanding of Pharma sales and marketing business processes
・Experience of working as Service delivery lead for pharma customers