IT Service Manager, WCA at GlaxoSmithKline

Requisition ID: WD126253
Location: Lagos
Position: Full time

Job Description

• The fundamentals of an IT background are necessary to allow the ability to quickly triage problems to most likely categories in order to restore service;  
• Understanding of the business processes allow for the creation of alternative solutions to enable business continuity while the initial problem is being dealt with.
• Ensures continuity of business execution through ensuring production applications are:
  • Fit for purpose (eg easy to use and reliable) and support the evolving business processes
  • Are cost effective - Total cost of ownership is at an optimal level
  • Meets an agreed Risk Profile (eg aging of technologies, controlled regarding regulated applications, aligned with business continuity).
• Participates in troubleshooting in applications across multiple technology domains and business areas.
• Ensure IT Services meet current and evolving business needs through accurate forecasting, the use of meaningful KPIs and timely Voice of the Customer (VoC) feedback
• Maintain an Enterprise wide approach to prioritization and investment, whilst ensuring IT simplification objectives are achieved
• Compliance and Audit standards are understood and adhered to where applicable
• Lead and champion continuous improvements that improve end-user experience, reduce risk and/or lower the cost of ownership of the overall business process/service on an ongoing basis.
• Carries out work with minimal supervision balancing conflicting priorities and needs.

Basic Qualifications

• Degree in Computer Science or related field is desirable although relevant experience is equally valuable.
• Should have 3-5 years relevant experience.
• Good communications and influencing skills.
• Experience of application management, operations, and/or support including knowledge and experience of Incident,
• Good understanding of business area strategic goals, processes and workflow, and of the IT tools deployed in support.
• Candidate should be familiar with the concepts, standards, technology, tools, processes,procedures, hardware, software and services in use for delivering information services.
• Should have the ability to make appropriate technical decisions, initiating action to resolve operational issues.
• Experience of working closely with business on IT-enabled transformations.

Preferred Qualifications:

• Candidate with Enterprise Resources Planning background is preferred, Commercial background is acceptable, providing strong process and project experience.
• Experience of designing multi-tier systems using industry and standard architectural methodologies.
• Experience of systems/software development methodologies & ability to select appropriate one to meet objectives
• Ability to learn new concepts, systems, and software independently and quickly
• Skilled at problem solving, communication with stakeholders at all levels and extensive interpersonal skills.
• Strong communication and influencing skills, sufficient to build and maintain organizational support.
• Embraces & fosters challenges & opportunities for innovation
• Knowledge of business units supported and general pharmaceutical awareness.
• Experience working with offshore service providers
• Experience integrating and supporting Software as a Service (SaaS) solutions