Senior Service Delivery Manager - R&D Systems and Apps

Role & responsibilities:

- Typically has 15 years of IT work experience, with at least 10 years of service and delivery management experience in global and complex environments

- Has worked in a regulated business.

Competences Required

-Experience in IT delivery and Service management in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

R&D systems

- Strong knowledge of ITIL disciplines

- Experience of managing 3rd parties and 3rd party delivered services

- Experience in managing IT for multiple sites, in multiple geographic

- Effective negotiation skills

- Proficient in building collaborative teams, maintain calm and focus under pressure and instil that ability in others, and be effective communicators

- TOGAF Certified

- Any of the ITSM Frameworks

- COBIT Foundation

Service Management:

• Responsible for delivering IT services to R&D and integrated systems throughout the service lifecycle within the agreed service levels. Identify service vendors, establish services and manage vendor performance.
• Manage and provide visibility on the maintenance of R&D including CAD applications availability, reliability, maintainability, outage serviceability & continuity requirements against the cost justified service and operating/service level agreements for the service
• Plan, direct and coordinate the efforts of suppliers operations teams to manage and maintain BAU service, the provision of the R&D systems
• Oversee the general health of the live service required to meet business requirements.
• Oversee implementation of, and adherence to, security standards (security strategy set by Security Architecture).
• Ensure ongoing architectural integrity of the service throughout its lifecycle.
• Ensure that all IT Service Management processes, Service Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets.

Delivery Management:

• Plan, Lead and deliver project and enhancement delivery in agile manner.
• Lead the delivery execution of the R&D projects to achieve scope, schedule, financial, & quality commitments through operating a metrics-based management system, ensuring adherence to principles and standards in the solution lifecycle management process.
• Collaborate and leverage IT competency centres and shared services
• Ensure the project success metrics are met.
• Should have experience with R&D Systems/Clinical Systems- (1st priority) Regulatory Systems- (2nd Priority)
• Should have experience with Service Delivery (ITSM).
• Should have Team Management skills.

Preferred Application Stack for Service Delivery in R&D Side

• ALM Tools

  (Application Lifecycle Management): Jira, Cockpit, Siemens Polarian, etc.

• PLM Tools

  (Product Lifecycle Management): Any PLMs like Teamcenter, PTC, Windchill, Agile PLM.

• Cad Tools:

  Siemens Nx Cad, SolidWorks, Catia, PTC Creo

European Shift: