This is a new role created to provide service management excellence for Veeva Quality Vaults. The role will provide operational support for the L2/L3 support for the Quality Vault. Role is the backup for Service Owner to assist in managing Operational Activities.
Job Purpose
The Veeva Quality Service Manager lead the third-party team responsible for the Enterprise Veeva Quality Vault Support. User base for the Quality Vault is over 100k.
Key Responsibilities
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Lead a team of high performing individuals who provide service management, oversight and interface with the strategic supplier and GSC Quality DT.
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Oversee provision of all L2/L3 incident management, problem management, change management and fulfil the ITSM role.
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Serve as the primary operations escalation contact for Global Business Units
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Transform the ways of working from a project-based to a product-based organization, ensuring we maintain excellence in service management and operations.
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Analyse and review actual service performance against agreed SLA and OLA measures, including internal GSK metrics and external metrics with vendors (Veeva, Accenture)
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Lead continuous improvement initiates to enhance the SLA and OLA targets and metrics
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Provide regular reports on service performance and achievement to the service owner and governance boards
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Develop and maintain management processes and controls to ensure quality is maintained to meet business objectives
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Champion and promote service improvements to continually improve quality and customer satisfaction
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Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of significant service issues.
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Ensure the defined services capacity meets GSK business demand.
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Lead on ServiceNow CMDB currency, ensuring all is up to take and play a key role in change approvals.
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Oversee BAU Vault Loader Migrations, working with third party migration partners and Business teams to migrate content
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Manage IT Risks on behalf of the Veeva Quality Tech Team.
Minimum Level of Job-Related Experience Required
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8+ years of experience in Service Management
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3+ years Veeva Vault experience, QMS/QualityDocs preferred
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Previous demonstrable excellent relationship building and communication skills
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ITIL or other Service Management qualifications
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Prior experience in Veeva migrations
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Veeva Platform Admin certifications
