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Associate Director, Service Delivery (R1076536) in London, UK at IQVIA™

Date Posted: 5/17/2019

Job Snapshot

  • Employee Type:
  • Location:
    London, UK
  • 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.

Associate Director, Service Delivery

Role Summary

The IT Service Delivery Manager (SDM) to the Real-World & Analytics Solutions (RWAS) Global Business Unit (GBU) is responsible for managing and executing SDM activities to IQVIA RWAS business functions. Proactively serving as their trusted advisor for IT related matters and functioning as the key point of contact for business stakeholders within their assigned area of responsibility. The activities include ensuring that IT has a solid understanding of business needs and business value drivers; directing IT strategy in support of business strategy; regular reporting to business stakeholders on IT KPI’s; assisting in the identification, prioritization and execution of projects; ensuring that IT solutions align with the technologies and programs that provide maximum return on investment; and contributing to the continual improvement of IT services to ensure superior levels of customer satisfaction for CIO.

Reporting to the IT Business Partner (BP) to the RWAS GBU, the role will be part of a global team of SDMs carrying out similar duties for their responsible areas. The global team consists of a wide range of cultures, backgrounds and skill-sets to access and develop from.

Bi-directional communication with business and IT stakeholders is a key expectation of the SDM role.

Principal Accountabilities

  • Focused on Operational Improvements
    • Dedicated resource for named business offerings/services within the RWAS GBU
      • Maintain a high degree of visibility within the business, attend business meetings and appropriate management forums, and provide a central point of information for all related IT activities.
    • Identify opportunities for IT to better support the business and promote IT as a trusted delivery partner.
    • Act as alternative contact for the CIO BP when necessary
  • Business demands/queries/projects:
    • Business system implementation and upgrades,
    • Integration of acquisitions,
    • Real Estate relocation,
    • Client / Internal audits,
    • Business continuity / disaster recovery
    • Support annual budget cycle between BU and CIO
    • Act as the voice of IT within the business.
    • Other non-standard business demands
  • CIO Services Owner
    • 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 IT services
      • Align demand for projects and services with the IT portfolio.
    • Critical issues escalations
      • Acting quickly to manage urgent issues and championing them until resolution, escalating when required.
    • Aware of business priorities and directions
      • Build relationships with key business stakeholders and work to gain a strong understanding of the RWAS GBU operational needs, trends, constraints, opportunities, etc.
    • Project manager/owner:
      • Business driven projects
      • CIO driven projects within business
    • Participating in regular business operational meetings

Role Requirements

  • MS/BS degree in Computer Science, Engineering or equivalent is preferred; eight (8) plus  years of related experience; or equivalent combination of education and experience is preferred
  • Previous experience in a Service Delivery Management role is preferred
  • 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.
  • Strong personal presence and discipline.
  • Excellent negotiator with ability to prioritize and execute.
  • Excellent communication skills, both written and oral.
  • Committed, collaborative team player with the ability to accomplish objectives.
  • 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.
  • Actively manages personal learning and development.
  • Mature, credible, and comfortable in dealing with internal customers, external service providers and stakeholders.
  • Minimum 15% travel required (Primarily Domestic and mainland Europe)

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: R1076536