Operations Delivery Manager Required at Pfizer Sanwich, UK

Company Name	Pfizer
Industry	Medicine
Job Functional Area	IT
Job Title	Operations Delivery Manager
Job position	1
Job Type	Permanent
Job Location	Ramsgate Rd, Sandwich, Kent CT13 9NJ, United Kingdom
Minimum Education	Graduate degree in computer science or related technical field, or equivalent experience.
Minimum Experience	Proven experience in effectively communicating technical issues/challenges to non-technical people.
Application Deadline	12/06/2014 OR June 12, 2014

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Job Description

Role Description

The position provides leadership to maintain and deliver a standard, consistent operating environment within the portfolio of BTI services and operations in coordination with global and regional team. The infrastructure operation includes application hosting, network connectivity services, and workforce productivity services.

Responsibilities

Accountable for maintaining a standard, consistent operating environment within the portfolio of BTI services and operations provided to a given BU and/or sub-region 

·         Key liaison between BTI Technical Operations, BT Business Partners, BTI Service Enablement, BTI Service Model Integration and Business on production operations, service requests and delivery, services transition, compliance, and audit. 

·         Ensures proper conduct of global, regional and local (where applicable) vendor resources in meeting contracted support and delivery obligations for all infrastructure services. 

·         Manages service escalation to resolution, and identifies continuous improvement opportunities as appropriate. 

·         Responsible for managing Service Level Agreements, Operational Level Agreements and underpinning contracts across infrastructure technical operations. 

·         Participate in project meetings as required providing guidance, local knowledge to project teams, and operational acceptance at project close-out. 

·         Communicate to BT Business Partners and Business on BTI service and operational model and capabilities, service issues and resolution, service/ operational changes and operational 

·         Understand business requirements, set services and operational expectation with business and maintain constant awareness of customer impacting technology changes 

·         Participates in regular meetings in service operational reviews and service transition, evaluates and approves all in-country changes 

Resources Managed (budget and FTEs): 

·         Supports monthly and yearly budgeting and re-forecasting actual / run rate.

·         Continuously review budget / spend to ensure budget goals are met and exceeded, and seek out opportunities for cost synergies or savings.

·         Accountable for maintaining a standard, consistent operating environment within the portfolio of BTI services and operations provided to a given BU and/or sub-region 

·         Key liaison between BTI Technical Operations, BT Business Partners, BTI Service Enablement, BTI Service Model Integration and Business on production operations, service requests and delivery, services transition, compliance, and audit.

·         Ensures proper conduct of global, regional and local (where applicable) vendor resources in meeting contracted support and delivery obligations for all infrastructure services.

·         Manages service escalation to resolution, and identifies continuous improvement opportunities as appropriate.

·         Responsible for managing Service Level Agreements, Operational Level Agreements and underpinning contracts across infrastructure technical operations. 

·         Participate in project meetings as required providing guidance, local knowledge to project teams, and operational acceptance at project close-out. 

·         Communicate to BT Business Partners and Business on BTI service and operational model and capabilities, service issues and resolution, service/ operational changes and operational 

·         Understand business requirements, set services and operational expectation with business and maintain constant awareness of customer impacting technology changes 

·         Participates in regular meetings in service operational reviews and service transition, evaluates and approves all in-country changes

Resources Managed (budget and FTEs): 

·         Supports monthly and yearly budgeting and re-forecasting actual / run rate.

·         Continuously review budget / spend to ensure budget goals are met and exceeded, and seek out opportunities for cost synergies or savings.  

·         Ensure proper funding is in place for any BAU operational work.

Qualifications

·         Significant experience in IT Service Lifecycle Management with extensive experience in IT Service Operations, Transition and Continuous Improvement.

·         Knowledge and experience in:  managing external service provider, ITIL Service Management Lifecycle framework & processes, and IT Financial Management 

·         Demonstrated experience in managing resources across multiple IT service discipline and multiple geographic sites.

·         Ability to focus on issues from a strategic and operational level to facilitate services and infrastructure operations and transitioning. 

·         Diplomatic and customer service focused; ability to manage key stakeholders in positive, poised and effective manner.

·         Proven experience in effectively communicating technical issues/challenges to non-technical people.

·         Strong stakeholder relating, negotiation and influencing skills.

·         Excellent English communication skills, both written and oral.

·         Must be self-motivated, must have an ability to work well in a geographically dispersed, virtual team environment, and must exhibit a positive and professional attitude.

·         Graduate degree in computer science or related technical field, or equivalent experience.

Desired Skills

·         Demonstrated ability to oversee the delivery of Infrastructure Operations and build client relationships within business lines that span multiple geographic locations.

·         Good understanding of the technology area and working understanding across all infrastructure components at strategic and operational level 

Vendor Management:

·         Demonstrated ability to develop/maintain a deep operational relationship with multiple vendors and holding them accountable for the delivery of various IT service disciplines. 

Analytical:

·         The ability to analyze and use data and measures to communicate service capabilities, and current performance - leveraging this information to improve service delivery and maintain a high level of customer satisfaction.

·         The ability to correlate anecdotal client experience to infrastructure performance to business productivity and impact.

·         Ability to identify patterns and trends within incidents and service request data – this assumes a broad understanding of infrastructure components and interdependencies. 

Effective Communication: 

·         Demonstrated ability to successfully influence and negotiate with clients and/or vendors to ensure positive outcomes in the delivery of multiple IT services, including the ability to communicate effectively to both internally and externally facing organizations.

IT Service Management Lifecycle:

·         Good understanding and demonstrated experience working within the ITIL Service Operation, Service Transition and Continuous Improvement processes.

Equal Employment Opportunity

Pfizer's aim is to provide equality of opportunity in the recruitment process by avoiding discrimination on the grounds of: age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage & civil partnership, pregnancy & maternity, political persuasion or trade union membership.

At Pfizer we are creating an organization and promoting a culture that respects each individual's unique character and life experiences, and reflects the diversity of our customers and markets.  We will achieve this through fostering and sustaining an environment in which every colleague feels valued and supported, thus enabling superior business results.