Global Service Manager, Global Applications and Services, GDX-4

Join a Legacy of Innovation 125 Years and Counting!

Daiichi Sankyo Group is dedicated to the creation and supply of innovative pharmaceutical therapies to improve standards of care and address diversified, unmet medical needs of people globally by leveraging our world-class science and technology. With more than 125 years of scientific expertise and a presence in more than 20 countries, Daiichi Sankyo and its 18,000 employees around the world draw upon a rich legacy of innovation and a robust pipeline of promising new medicines to help people. In addition to a strong portfolio of medicines for cardiovascular diseases, under the Group’s 2025 Vision to become a “Global Pharma Innovator with Competitive Advantage in Oncology,” Daiichi Sankyo is primarily focused on providing novel therapies in oncology, as well as other research areas centered around rare diseases and immune disorders.   

Summary

The Global Service Manager (GSM) focusing on Incident, Problem, and Change is responsible for the ownership and management of these processes for GxP and Non-GxP systems and services. In this position, the GSM will lead major incident calls, conduct problem management meetings, and drive process and policy adaptation within the support teams and across business units. The GSM is responsible for the training, performance tracking, and reporting of these processes, and works across all applicable functional areas within IT to ensure processes are implemented, followed, and aligned with the business and Global IT strategy. The GSM is responsible for managing multiple vendor relationships and for providing oversight of the relevant support teams for their domain area. This includes managing service contracts, change management, and SLA management. The GSM partners with vendors, businesses, and IT partners to manage the end-to-end vendor lifecycle. In addition, responsibilities include analyzing and identifying opportunities for process improvements and workflow efficiencies. The GSM works closely with QA during regulatory agency, partner, and internal audits and Inspections, and is the IT Services contact in their respective domain areas for support requests and inquiries. The GSM has a strong technical background, excellent communication skills, is well organized, and an outstanding collaborator.

Responsibilities

- Perform service-design responsibilities for projects and major changes, participate in RFP-related activities/reviews.
- Partner with application teams and vendors, when appropriate, to deliver projects. Partner with other IT leaders across the organization and champion the day-to-day operation of the lifecycle of Incident, Problem, and Change Management. Communicate and interface with matrix teams, IT leadership, business leadership, and external vendors/partners to execute responsibilities.
- Responsible for review, approvals, categorizing, prioritizing, of change requests.
- Analyze Service Requirements in business to define/revise service levels. Facilitate regular business reviews with all partners and provide performance summary analysis, and gap analysis to ensure that the right tools and processes are available to deliver the best customer experience.
- Manage, report, and communicate on the global performance of owned processes. Monitor Service Quality and put proactive measures in place to improve it. Establish KPIs for systems and services, measure and report the results. Support IT Senior Management by maintaining high service standards.
- Analyze and Report on partner performance across all defined metrics and identify trends, opportunities, issues, and successes. Work with vendors and businesses to improve performance through creative process improvement and implementation of new strategies. Oversee relationship with vendors in adherence to KPIs.
- Providing coaching and training to Support teams. Ensure applicable support team members maintain alignment to standards, following GxP guidelines meeting documentation needs in support of all internal and external audits.

Qualifications: Successful candidates will be able to meet the qualifications below with or without a reasonable accommodation.

Education Qualifications (from an accredited college or university)

- Bachelor's Degree Bachelor's degree in computer science, Life Science, Engineering, Information Technology or a related discipline or equivalent work experience is required

Experience Qualifications

- 5 years of relevant global technology services and operations in the life sciences industry required
- Experience in the structure, development, migration and management of IT services preferred
- Experience with support of global systems and users, including a working knowledge of pharma business processes preferred
- Experience in global business and supplier relationship management preferred
- Experience managing, enhancing, and supporting global, enterprise grade technology services including development and structuring of third-party service agreements preferred
- Experience managing multiple vendors and service providers under a Service Integration and Management (SIAM) model preferred
- Experience supporting and participating in regulatory agency inspections, partner audits, and QA inspections preferred

Travel

Ability to travel up to 10% Travel to DSE, DSJ and other DS locations which will include overnight travel. Ability to travel to the US, EU and Japan.

Daiichi Sankyo, Inc. is an equal opportunity/affirmative action employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.