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Job Details

Service Delivery Manager

Company: PAREXEL
Location: United Kingdom
Reference: 39847BR
Closing Date: 13 Dec 17
Type: Permanent
Salary (£): Competitive
Benefits: Competitive Corporate Benefits including holiday and more

Job Summary:

Service Delivery Manager / Uxbridge / Nottingham / UK / Europe / ITIL / Service Delivery / Account Management


PAREXEL Informatics is one of the industry’s leading solution providers and we help customers accelerate the drug development process through innovation. Our product portfolio is built on leading-edge technology and is combined with extensive medical and clinical expertise. As the technology business unit of PAREXEL International Corporation, we're able to leverage our massive investment in technology with our parent company's wealth of hands-on clinical expertise.

This exciting role can be either home based or office based in any of the countries across Europe.

The Service Delivery Manager works as an integral part of the client account management strategy and helps to support business engagement with the client throughout the relationship lifecycle.

You will be the owner of the Service Management Plan and accountable for delivery of contracted services to high end pharmaceutical clients at the right quality and cost. The role will include client operational relationship management and oversee all involved support functions organized around ITIL compliant service delivery organization. 

Additionally to this you will be the Primary Operational contact for the client, working in partnership with Business Development, providing direction and clear management to our clients, and to those involved in service delivery within PAREXEL Informatics. You will be expected to operate at a number of levels simultaneously in the overall management of your client account(s) and direction of the support teams.

Key Accountabilities:

Contract Management 
-working with Client and PAREXEL Informatics to ensure that contractual obligations and agreed service levels are being consistently met.
- Operationally own SLA which includes periodic reviews, renegotiations and participation in internal and external audits
- Provide regular and accurate Service Delivery Reporting in line with contractual requirements

Client Relationship Management
- working closely with the assigned client(s) to understand their needs and position additional PAREXEL Informatics products and services to meet these needs.
- Single Point of Contact for client staff in all aspects related to service delivery in scope
- Conduct client evaluations to ensure constant assessment of feedback and implementation of necessary improvements

Delivery Management
– provisioning of functional, technical or process leadership and overseeing support teams involved in delivery process for a client
- Functional management and motivation of support teams holding the teams accountable for efficient, quality and timely delivery
- Maintain a positive, results orientated work environment, building partnerships and modeling teamwork, communicating to the support teams in an open, balanced and objective manner

- actively support Grow and Build organizations to deliver the expected project revenue and take responsibility for budgeted margin while maintaining high levels of customer satisfaction through coordination of business activity.
- Capacity planning for all the teams involved in service delivery for their account(s) by analysis and understanding of future demand from growth and projects
- Participates as an integral member of the Service Management Leadership Team

- Promotion of PAREXEL within the account to assure good relations
- Be available to the Customer as an escalation or contact point should the established channels fail to work effectively.
- Act as the champion within PAREXEL to the customer.


Skills needed:
- Detailed understanding of technology, services delivery framework (ITIL) and/or project management methodologies
- Understanding of the clinical IT market and customer would be an asset
- Excellent interpersonal, verbal and written communication skills
- Client focused approach to work
- An understanding of the clinical trial process is required
- A flexible attitude with respect to work assignments and new learning
- Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
- Willingness to work in a matrix environment and to value the importance of teamwork.

- ITIL certifications required
- Either a degree in any business / commercial discipline or equivalent in-depth experience within a Service Delivery Management capacity is required.
- MBA or advanced degree is a bonus but not essential.

Language Skills:
- Very strong English written and verbal communication skills required
- Foreign language skills desired but not essential

Previous Work Experience
- Strong previous service management experience working in a commercial environment typically gained over a number of years is essential.
- In-depth client account management experience related to contracted services working in an outsourced environment is key.
- Project Management experience working in a service providing organisation is important.
- Previous experience working in a pharmaceutical or clinical research environment is preferred but not essential.

We offer you a fascinating and diversified insight into PAREXEL and an exciting journey through the world of clinical research.  You can expect to work with a successful, highly-qualified and dynamic team as you develop your career.  You can also look forward to a flexible working environment and a pleasant atmosphere.

In return we will be able to offer you a structured career pathway and development within the role including awareness and understanding of the industry. Your hard work will be rewarded with a competitive salary and a benefits package including holiday as well as other leading edge local benefits that you would expect with a company of this type.

Apply for this job: Service Delivery Manager

Contact Information:

Address:  PAREXEL International
The Quays
101-105 Oxford Road
Tel:  +44 1895 238000
Fax:  +44 1895 238494
Website:  Visit Our Web Site

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