IT Service Delivery Manager

Location: UK, flexibility to work from home / remotely

The IT Service Delivery team is part of the Office of the CIO providing corporate IT support services to the IQVIA business. A global team who brings a mix of cultures, experience, and knowledge together to deliver best in class IT services enabling IQVIA to continue to be a world leader in human data science.

We are seeking a highly motivated candidate with a broad technical background who is passionate about customer service and can communicate technical concepts effectively with both non-technical and highly technical teams.

Reporting to the IT Business Partner to the Real World Solutions (RWS) division of IQVIA, the geographical focus of this role is the EMEA region but is part of a global team of Service Delivery Managers carrying out similar duties to their aligned business divisions.

What to Expect:

In this role, you will:

• Focus on Operational Improvements
  • Dedicated resource for named business offerings/services within RWS; Maintain a high degree of visibility within the business, attend business meetings and appropriate management forums, and provide a central point of information for all related IT activities
  • Identify opportunities for IT to better support the business and promote IT as a trusted delivery partner
  • Act as alternative contact for the IT Business Partner when necessary

• Address business demands/queries/projects
  • Business system implementation and upgrades
  • Integration of acquisitions
  • Real Estate relocation
  • Client / Internal audits
  • Business continuity / disaster recovery
  • Support annual budget cycle process
  • Act as the voice of IT within the business
  • Other non-standard business demands

• Act as IT Services Owner
  • Promotor of IT services, process, roles and procedures to the business
  • Service definition/onboarding – importance hierarchy
  • Service level requirement – OLA standard & specific
  • Service level monitoring and reporting scorecards / KPI
  • Maintain a detailed knowledge of key IT services; align demand for projects and services with the IT portfolio
  • Critical issues escalations; Acting quickly to manage urgent issues and championing them until resolution, escalating when required
  • Aware of business priorities and directions; Build relationships with key business stakeholders and work to gain a strong understanding of the RWS operational needs, trends, constraints, opportunities, etc.
  • Project manager/owner: business driven projects, IT driven projects within business
  • Participating in regular business operational meetings

Our ideal candidate will be / have:

• MSc/BSc degree in Computer Science, Engineering or equivalent is preferred; five (5) plus years of related experience; or equivalent combination of education and experience is preferred
• Previous experience in a Service Delivery Management role is preferred
• Experience in IT project management desired
• ITIL v3 and/or v4 knowledge and experience, Foundation certification desired
• In addition to broad technical expertise in IT (end user computing, cloud and information security), understanding of financial basics and good business acumen
• Ability to translate technical concepts for non-technical teams
• Excellent negotiator with ability to prioritize and execute
• Excellent communication skills, both written and oral
• Committed, collaborative team player with the ability to accomplish objectives
• Resilient and able to remain calm and positive under pressure and when dealing with ambiguity
• Mature, credible, and comfortable in dealing with internal customers, external service providers and stakeholders.

Learn more here: https://www.youtube.com/watch?v=G9HJfI2Iav0

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At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.