Service Acceptance Manager

Parexel Informatics is one of the industry’s leading solution providers and we help customers accelerate the drug development process through innovation. Our product portfolio is built on leading-edge technology and is combined with extensive medical and clinical expertise. As the technology business unit of Parexel International Corporation, we're able to leverage our massive investment in technology with our parent company's wealth of hands-on clinical expertise.

This role is based in our new modern state of the art office in Nottingham city centre which has excellent transport links and has a great working environment and the feel of an innovative technology company.

Essential Function

The primary role of Service Acceptance Manager is to manage the implementation of new services in Service Assurance within Service Operations and coordinate changes to existing services installed in Service Assurance. This is a client-facing project management role focused on client support model implementations working collaboratively with Project/Deployment Teams and Service Operation/non-Service Operation support teams (maintenance).

The role executes Service Acceptance process and it has responsibility to support Project/Deployment Managers to deliver projects for various client accounts by providing quality management of service acceptance to Service Assurance with the goal to minimize the costs of implementation and ongoing maintenance but – at the same time - maximize customer satisfaction.

Key Accountabilities:

OperationalResponsible for the implementation of assigned service acceptance projects within expected timelines and budget.Provide overall service acceptance project leadership for new awards from initiation through to the closure of acceptance into the service delivery teams.Service Acceptance Project Management by creation and maintenance of Service Acceptance to Operations Plan with specific focus on internal and external communication and management of timeline, resources, costs and risks.Act as the primary Service Assurance client contact and escalation point during the development of new service offerings and manage the client relationship during the service implementation phaseCreate and maintain Service Acceptance to Operations Plan utilizing Service Assurance Service Acceptance standards and project planning tools to define tasks, timelines and resources, manage/mitigate risk and ensure key stakeholders are kept informed about progress, critical problems and expected outcomesUnderstand Service Assurance Support Model and structure of all Service Assurance and non-Service Assurance (suppliers) support teams to effectively use catalogue of service requirements and service acceptance criteriaWork collaboratively with Service Assurance Management to agree project resources and define strategies to deliver a complete and seamless service to clientsAlign Service Acceptance Criteria for every support team in scope of managed project and ensure they are covered by Service Acceptance to Operations Plan.Host/attend client kick-off and project planning meetings on behalf of Service Assurance. Gather information to define and document service requirements and propose possible solutions whilst ensuring regular and applicable communication with client/sponsor and Service Assurance ManagementRegularly review risk log, project issues and trends seeking to proactively identify potential efficiency gains and quality improvements in both support process and product designWork with direct manager to provide input to RFI/RFP’s relating to new or expanded servicesWork with broader Service Assurance team, specifically Service Assurance function, to understand and promote Service Assurance Support Model for all new engagements with the Clients making sure that client and project requirements are met, and Service Assurance delivery model is not compromisedQualificationsSkills:Exposure to technology, service delivery frameworks (ITIL, specifically Service Operation) and Project Management methodologiesExcellent interpersonal, verbal and written communication skillsClient focused approach to workA flexible attitude with respect to work assignments and new learningAbility to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detailWillingness to work in a matrix environment and to value the importance of teamwork.

Education:BS/BA, MBA or advanced degree preferred

Language SkillsStrong English written and verbal skills requiredMinimum Work Experience:Experience in IT Service Management and Project Management would be beneficial

In return we will be able to offer you a structured career pathway and development within the role including awareness and understanding of the industry. Your hard work will be rewarded with a competitive salary and benefits package including 25 days holiday per year, pension scheme, life assurance, long term disability insurance, a health cash plan and other leading edge benefits that you would expect with a company of this type.

Apply today to begin your journey!