Senior Service Manager (operations)

Grow your career with us by innovating and striving for excellence in healthcare!

Warsaw-based opportunity with possibility to work remote 

As a Senior Service Manager, you will work for our Client – leading global provider of advanced analytics, technology solutions, and clinical research services to the life sciences industry. You will have the opportunity to work on a lead production service operation in data transformation engineering. Successful candidate will input to Global initiative by contributing to state-of-the-art quality deliverable, supporting on building metrics, reports and innovative initiatives to boost efficiency.

Your main responsibilities: Support the whole data production delivery to Client’s business and customers

• Track and monitor project status and delivery to ensure the production delivery quality
• Independently engage customers on escalation
• Identify and contribute towards process optimization and automation initiates leading to cost efficiency
• Contribute and assist in global initiatives e.g. Change Management Create and implement plans for measuring and improving employee engagement ensuring global consistency
• Maintain open and regular communication with the team to ensure a supportive working environment
• Manage planning, assigning, and directing work addressing employee relations issues
• Manage project resource assignments, staff hiring and staff terminations in collaborations with head of production team
• Monitor, assess and report utilization of staff; Identify and implement solutions for poor utilization of staff, ensuring global consistency
• Support on monitor and develop training plans
• Lead and encourage the team in continuous improvement of department work processes, procedures and infrastructure
• Monitor and ensure that project processes and department deliverables meet expected quality, financial and productivity targets; Assist with meeting department utilization and realization targets
• Ensure compliance with production operational model and make sure documentation is properly up to date by team members

You’re ideal for this role if you have:

• A minimum of 5 years of experience in a similar role
• Practical knowledge in leading and managing the execution of processes, projects and tactics within one department or multiple related departments
• Experience with ticketing tool (e.g Service Now, Jira Service Management)
• Proven Staff management skills, strong leadership, motivational and influencing skills
• Demonstrate effective reporting (operational and delivery); acumen skills
• Ability to establish and maintain effective working relationships with coworkers, managers and clients
• Ability to support in drafting SOP, Operation, Technical Project documents
• Knowledge of Agile principles and related framework
• Ability to address large audience during townhalls and other external forums
• Ability to work on multiple projects and manage competing priorities
• Effective mentoring and developed coaching skills
• Ability to achieve results through communication and facilitation in a matrix service delivery environment with shared accountabilities
• Excellent interpersonal skills, effective communication
• Fluent English

#GETREADY  to meet with us!

We would like to meet you. If you are interested please apply and attach your CV in English or Polish, including a statement that you agree to our processing and storing of your personal data. You can always also apply by sending us an email at recruitment@itds.pl.

Internal number #4613

Internal number #4613