Service Manager

Ref No. EMP417046
Location Brentford, England
Start date ASAP
Job type Contract (5 Months )
Job Status Closed
You can not apply for this job as its status is Closed.
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A well-known Pharmaceutical Organisation requires a Service Manager to provide service management activities using ITIL concepts.


Service Management / ITIL / SAP

The Job

A well-known Pharmaceutical Organisation requires a Service Manager to provide service management activities using ITIL concepts.

The organisation has deployed the ERP solution to a user base in excess of 100,000. This role will be part of a team of service managers who provide operations support to meet the deployment and support requirements for Global ERP.

The Service Manager is responsible for managing Stakeholders and driving service performance and improvements to meet customer expectations.

The key focus of this role will be to support the EMEA customer base, however the Service Manager is expected to work alongside a team of Global Service Managers who need to provide support for each other across geographies and systems hence a broad knowledge will be required of all areas of Global ERP support services, systems, SLAs, customers and stakeholders

Key Responsibilities

* Provide service reporting to meet stakeholder and senior management requirements
* Demonstrated ability to develop and maintain key stakeholder relationships with business and IT counterparts
* Execute major incident processes and drive to rapid conclusion by managing resources across teams and providing excellent and timely communications through service alerting
* Drive service transition activities to ensure effective services transition across support teams by managing knowledge transfer and driving Early Life Support activities which will result in new deployments stabilising and moving to BAU as soon as possible
* Implement continuous service improvements
* Hold project teams accountable for delivering supportable solutions that shall not put production availability at risk. Provide feedback to project teams on the quality of delivery
* Managing communications for planned and unplanned outages
* Drive performance of services delivered by service providers to meet SLA requirements.
* Ensure processes are ITIL compliant
* Management reporting to stakeholder
* Maintenance of relevant SOP, standards and best practices
* Analyse and diagnose customer feedback, formulating action plans that will improve VoC
* Work across boundaries within and external to Global ERP to ensure issues are resolved in a timely manner
* Identify opportunities for improvement and implement them.
* Engage and solicit help from service providers as needed

* 3+ years having worked in a SAP environment
* Proven experience of working in global 24/7 SAP Operations
* Operating a disciplined and logical work style in a high intensity support organisation with constantly changing and competing high priorities
* Must have excellent interpersonal and communication skills to be able to influence senior stakeholders
* Strong problem solving skills required, often in high-pressure situations
* Provide excellent reporting to all levels within organisation and excellent stakeholder management experience
* Strong excel skills
* Excellent understanding and experience of ITIL-based service management practices.
* Pharmaceutical or other regulated industry experiences.

Contract until December 2018 initially, paying up to £440pd Ltd.

Networkers acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.

Gattaca Plc provides support services to Networkers and may assist with processing your application.

You can not apply for this job as its status is Closed.
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