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OneKey Global Client Support Specialist Lead

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Primary Location: Warsaw, Poland Additonal Locations: Madrid, Spain,ESP; New Cairo, Egypt,EGY; Oeiras, Portugal,PRT Full time R1296836

Job description

Job Overview
Perform and Coordinate Global Client contracted OneKey support. Plans and directs the activities of cross-functional teams to meet business requirements and ensure on-time and on-budget delivery for Client support contracted. . Provides leadership, motivation, support and direction to global support team.

Essential Functions
• Delivers support for contracted services for more concurrent Client ensuring support services are conducted professionally and delivered according to agreed business objectives, schedule and budget.
• Liaises with cross-functional teams such as: Commercial Accounts, IT Infrastructure support services, Data Operations & Production, OneKey Product Development and Production Services (Support) groups as necessary to ensure the successful delivery of required services.
• Manages near-shore, offshore and onshore delivery teams
• Liaises with and manages expectations of stakeholders/product owners and other third-party agencies.
• Under general direction, is responsible for all aspects of the development and delivery of assigned support services and provides a single point of contact for those services.
• Coordinate and assure tracking and respect of quality and other agreed service SLA agreements for the contracted services.
• Interfaces with all areas affected by the services including internal commercial customers, subject matter experts, production and support.
• Plans and manages resource allocations and task assignments within a matrix managed environment. Manages and controls scope, schedule and budget for services provided.
• Ensures adherence to quality standards and organizational policies, reviews service deliverables, communicates service status and risks, with associated recommendations, to all stakeholders.

• Bachelor's Degree Req
• Team management education and experience with focus on customers services delivery and driving the timelines/tasks/resources to complete quickly and effectively. Pref.
• Technical background experience about data integration, data structures and databases, delivery solutions as flat file delivery and webservices services.
• Good Problem Solving, Identification and communication skills
• Experience working with Agile methodologies which enforce more effective service delivery to stakeholders
• Experience of managing remote teams in an on-shore/off-shore model
• Experience in understanding business needs and interpreting them into technical requirements
• Be able to demonstrate that they are self-motivated and can work proactively.
• Be able to demonstrate excellent communication and interpersonal skills.
• Creative / innovative with sound administration ability.


IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at

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