GXP Lab Informatics, service delivery manager

Job Description:

The service delivery manager will have overall responsibility for managing a team to ensure delivery of reports and adherence to agreed SLA’s/KPI’s and communicate seamlessly with client face to face, in meetings, via the telephone, via email and via virtual communications platforms.

JOB RESPONSIBILITIES

The manager will report against delivery and assist in management of the day to day planning, operations and development of the team. They also work with senior management to help align the operation and delivery to the commercial objectives of the company. They keep their direct management aware of and updated on all issues that could impact the overall success of the delivery to agreed SLA’s and KPI’s. They are responsible for ensuring all company / service centre processes and procedures are followed by the delivery team. Written and verbal communication on a broad range of issues with senior management and the client is also required of the Senior Engineer. 

Required industry experience and education

Bachelor’s Degree in Sciences, Computer Science or equivalent experience

4 years’ experience in Lab Informatics (Lab Systems & Lab PC Support) 

1-year experience as a team lead in Lab Informatics (Lab Systems & Lab PC Support) 

Experience with Empower interface to other lab software systems such as LIMS an advantage.

Good working knowledge of laboratory testing processes and automation using Empower 2/3, such as but not limited to: HPLC – Dissolution/Impurity/Assay Analysis and GC. .

Client, technical and cost management

Person who can be flexible to move between Project and Support. Flexible approach to working, secondments to project initiatives  

Produce and distribute all required operational reporting. 

Work with the support functions to drive Quality, Training/Process, HR, Recruitment and reporting activities. 

Assist management with cost saving initiatives. Perform any other roles and activities as directed by Management via the use of the relevant processes and procedures. 

Undertake pro-active maintenance assignments on all equipment 

Maintain up to date CI and Inventory, ensuring CMDB (Configuration Management DataBase) is regularly updated.

Service management

Constantly keep direct management and client management informed of account/s performance. 

Ensure clean-up of logging tool inboxes e.g. Primary Support, Bulletin Board, Follow Up, Incident Management report.  

Ensure SLA/KPI delivery (on calls, cases, emails, chats etc.) where accountable and/or provide analysis when missed.  

Proactively drive operational improvements through the use of action and initiative plans. 

Develop, implement and drive Quality activities and take ownership for customer satisfaction issues. 

Input to and responsible for headcount forecasting/planning. 

Ensure team members are aware of and fulfil individual productivity targets  

Manage IT Support Centre and / or Client specific change effectively showing leadership.  

Attend or conduct daily, weekly, monthly, quarterly, meetings and evaluations as appropriate. 

Be aware of cost drivers and escalate any potential issues to management. 

Adhere to Time and Attendance procedures and lead by example. 

Attend Assessment Centres and assist in the business in resource planning. 

Ensure Communications are in line with company standards.

Team development and management

It is envisioned that this position shall lead to a leadership role over time 

Attend and participate in all necessary Client meetings and conference calls. 

Technical duties and skills

Manage IT incident and requests per the client ticket management system 

Resolving, and restoring to service any device that has the authority to access the network 

Installing and configuring computer hardware operating systems and applications Responding within agreed time limits as a resolver for issues raised with the Service Desk  

Supporting the roll-out of new applications 

Testing and evaluating new technology