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Business Relationship Manager (R1054998) in Singapore, SG at IQVIA™

Date Posted: 5/25/2019

Job Snapshot

  • Employee Type:
  • Location:
    Singapore, SG
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Join us on our exciting journey! IQVIA™ is The Human Data Science Company™, 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.

Role Summary:

The Service Delivery Manager (SDM) to the Chief Information Office (CIO) Global Service Delivery team is responsible for managing and executing SDM activities, focusing on the IQVIA APAC Regional Business Units (RBUs) demands and requests. Proactively serving as their trusted advisor for IT related matters and functioning as the key IT contact for business stakeholders in South East Asia (SEA) and Australia + New Zealand (ANZ).

The key responsibilities include

  • Ensuring that IT has a solid understanding of business needs and business value drivers
  • Organizing regular meetings or active engagement with business stakeholders on IT KPIs, technology roadmaps and major issue escalations
  • Assisting in the identification, prioritization and execution of CIO projects
  • Collaborating with CIO functions to align with company’s growth strategy and RBU business priorities
  • Advocating IT solutions aligned with the CIO global standards and
  • Contributing to the continual improvement of IT services and best user experience.

Reporting to the CIO Business Partner (BP)/IT Director based in Singapore, the role will be part of a regional IT Service Delivery team. The team consists of a group of Service Delivery experts, accountable for supporting the entire APAC region, minus India and Japan.

The ability to communicate directionally and effectively with the business and IT stakeholders is a key expectation of the SDM role.

Primary Accountabilities:

  • Focus on the regional operational Improvements:
    • Position as the dedicated resource for the named business offerings/services within the regional scope
      • Maintain a high degree of visibility within the RBU business, schedule and attend business meetings and management forums, and provide a central point of information for all related IT activities.
      • Act as the face of IT to the business
    • Identify opportunities for IT to better support the business and promote IT as a trusted delivery partner.
    • Assume the back-up role for the IT Business Partner (BP) when necessary
  • Manage business demands / queries / projects in these areas:
    • Key business system implementation and upgrades
    • Office relocations/consolidations (Real Estate Projects)
    • Client / Internal audits
    • Business continuity / disaster recovery (DR)
    • Support annual budget cycle between Business Unit and CIO
    • Other non-standard business demands
  • Function as the IT Ambassador to CIO Services:
    • 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 CIO services
    • Critical issues business escalations; act quickly to manage urgent issues and champion them until resolution, escalating when required.
    • Participating in regular business operational meetings

Role Requirements:

  • MSc/BSc degree in MIS, Computer Science, Engineering or equivalent is preferred; ten (10) plus years of related experience; or equivalent combination of education and experience is preferred.
  • Previous experience in a Service Delivery Management role is preferred.
  • Excellent communication skills, both written and oral.
  • Strong personal presence and discipline.
  • Strong experience in IT project management desired.
  • ITIL v3 knowledge and experience, 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.
  • Dedicated to meeting and exceeding customer expectations.
  • Skilled at working effectively with cross functional teams in a matrix organization.
  • Resilient and able to remain calm and positive under pressure and when dealing with ambiguity.
  • Mature, credible, and comfortable in dealing with internal customers and stakeholders.
  • Occasional business travel is required.

IQVIA is an Equal Opportunity Employer. We cultivate a diverse corporate culture across the 100+ countries where we operate, celebrating and rewarding teamwork and inclusiveness. By embracing our differences, we create innovative solutions that are good for IQVIA, our clients, and the advancement of healthcare everywhere.

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes. Whatever your career goals, we are here to ensure you get there! We invite you to join IQVIA™

Job ID: R1054998