Service Delivery Manager BI

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

Join us on our exciting journey!

IQVIATM is The Human Data Science CompanyTM, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward. IQVIA has approximately 55,000 employees in more than 100 countries, all committed to making the potential of Human Data Science a reality, and we are actively hiring.

Reimagine healthcare with us.

At IQVIA, you will have the opportunity to build your career, while helping our customers drive human health outcomes forward. We dedicate our experience, resources and reputation so that you can drive your career and choose the path that best defines your development and success.

The Technology Solutions division of IQVIA develops, markets, and implements healthcare-focused enterprise software applications to help life sciences customers drive their business from molecule to market.

Function Purpose

Technology Solutions' Global Delivery organization contributes to the implementation and ongoing support of the IQVIA technology product portfolio at Life Sciences clients around the world. The scope of Global Delivery includes:

• Serving the needs of IQVIA Regional Business Units to deliver IQVIA Tech Solutions product offerings either in full, or in coordination with their regional Delivery teams
• End-to-end delivery coverage for the full SDLC (implementation through support)
• Leadership of complex multi-country or integrated solutions, particularly in Europe (Program/Project Mgmt, Business Analysis, Solution Architecture)
• Supplying skilled technical resources from low-cost delivery centers in Europe and South Asia (Dev/Config, Testing, Service Desk, Tier 2 Support)

Role Overview

This Data Management, Datawarehousing and Reporting Solutions Service Delivery Lead role is part of the Service Operations function in our global Technology Solutions organization, aiming to deliver innovative technology-based applications & services to our customers. This team focuses on ongoing service and deliveries, post solution implementation, within the pharmaceutical industry covering the IQVIA product portfolio related to performance reporting & analytics, data management and dashboard solutions (Business Intelligence). The team is the first contact for the client for any service and delivery related aspects including change requests and solution consulting. 

The position carries the responsibility of managing client service engagements and working in close collaboration with related delivery teams, stakeholders (internal business units and clients) as well as other functional areas like production, development and data operations.

The desired candidate should have a strong service orientation and business analysis skills, ideally combined with experience in delivering performance reporting solutions to clients as well as a solid technical background regarding data management solutions and reporting platforms (standard and customized). The role involves regular direct engagement with customers, requiring very good communication skills in English, and occasional travel within Europe.

Responsibilities

The Service Operations Lead:

• Provides client focused services based on the contracted service levels and coordinates the different internal business partners to ensure high quality deliveries are provided in a timely manner
• Thrives in a fast-paced environment and able to match stakeholder expectations to urgently deliver exceptional results
• Ensures that the client's business need is fully understood by the service team and that the solution will meet the requirements, acting in the best mutual interests of the client and IQVIA
• Maintains solutions that contain multiple internal and external data sources and coordinates the necessary processes with cross-functional teams
• Leads and conducts regular review and analysis of client requirements and the ongoing support during service review meetings with the client
• Translates Client requirements into specifications and the related effort estimation including presales support for the business unit team
• Leverages internal relationships as part of the overall delivery plan and value proposition, to build common view of issues in need of resolution, and gain consensus for how to address issues
• Uses tracking mechanisms to assess progress against objectives, and is proactive in determining appropriate actions to resolve issues if necessary
• Demonstrates the capacity to change by successfully adjusting to multiple business demands and shifting priorities
• Collaborate with our off-shore teams to ensure a cost-effective service for the client 
• Is pragmatic, hands-on and able to autonomously analyze and find solutions to technical business issues raised by Clients

Skills & Experience – Must Have

• Graduate with extensive practical experience working in service management or business analyst roles – 12 years + of experience
• Excellent service management skills (ability to manage multiple client engagements, stakeholders, juggle priorities and deliver according to pre-defined SLA’s)
• Prior hands-on experience in business analysis and requirements definition for information management (MDM, Datawarehousing) and/or business intelligence solutions
• Experience to support complex enterprise architecture solutions
• Collaborates pro-actively and effectively with others in and across the organization to accomplish team goals and is effective working in a matrix environment. Able to work and think independently.
• Outstanding verbal and written communication skills in at least English
• Excellent problem-solving skills, from analysis to problem resolution / solution identification
• Ability to empathise with client issues and challenges. Interacts with internal and external customers in a professional manner
• Review and analysis of client requirements or challenges; support the development and costing of associated proposals that ensure profitability and high client satisfaction
• Experience in data management, data warehousing and delivering business intelligence solutions 
• Experience in working in decentralized team structures including offshore
• Experience using standard data Management / data access tools (SQL queries, …)
• Knowledge / understanding / exposure to Datawarehousing, modern Data visualization tools (e.g. : Qlik, PowerBI, Tableau, Spotfire, Microstrategy, …)

Skills & Experience – Should / Nice to Have

• Experienced in project management methodologies
• Worked on projects related to performance reporting solutions
• Knowledge of Healthcare/Life Sciences Industry a plus
• Experience related to ITIL based service management
• Experience in a technology-based service delivery or consulting environment
• Experience in technologies like mobile applications and cloud-based solutions
• Knowledge of SaaS business model and end-to-end delivery model, new technologies (Big Data, Cloud Datawarehousing technologies, …)
• Experience in global roles; understanding of cultural sensitivities and time zones required

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.