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Job Details

Incident Manager - Enterprise Infrastructure

Company: PAREXEL
Location: Nottingham, England,United Kingdom
Reference: 48203BR
Closing Date: 09 Jan 19
Type: Not Specified
Salary (£): Competitive
Benefits:

Job Summary:

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. ...

Requirements:

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 role is based in our new modern state of the art office in Nottingham city centre which has excellent transport links and has a great working environment that has the feel of an innovative technology company.


Essential Function

The Incident Manager oversees a number of key functions within the IT department that enable the delivery of a high quality service to end users, and to ensure Service Support and service delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires the establishment and management of expectations within the business and drive Service Support team to achieve those expectations to a high standard.

  • To establish and refine delivery processes.
  • Oversees employees in different stages of the delivery process, holding them accountable for carrying out the required processes and tasks providing superior customer service.
  • Assessing customer feedback and improving procedures accordingly to ensure that superior customer service is provided at all times.
  • Building relationships and liaising with team leaders to determine services, the criteria for the delivery of those services, and developing solutions to any issues that arise.
Key Accountabilities:
  • Support EI Management in delivering service strategy and vision of the organization.
  • Provisioning of functional, technical or process leadership and overseeing support teams involved in delivery process for our internal customers
  • 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 modelling teamwork, communicating to the support teams in an open, balanced and objective manner
  • Owner of ITIL processes including Incident, Problem management and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
As owner of the escalation process the Incident Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviews
QualificationsSkills
  • Detailed understanding of technology, services delivery framework (ITIL) and project management methodologies
  • Excellent interpersonal, verbal and written communication skills
  • Client focused approach to work
  • 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
  • Service Management or support in an enterprise level and diverse environment of incident management, escalation procedures, and related disciplines
  • Excellent leadership and people management skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Excellent organizational skills
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and able to take responsibility
  • Able to manage and prioritize and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks
Education
  • BS/BA or relevant work experience
Essential experience
  • ITIL/infrastructure background
  • Management experience, typically gained over a minimum of 5 years
  • Major incident management experience
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 benefits package including 25 days holiday per year, pension scheme, life assurance, long term disability insurance, a health cash plan and other leading edge benefits that you would expect with a company of this type.

Apply now to begin your journey!
Skills
  • Detailed understanding of technology, services delivery framework (ITIL) and project management methodologies
  • Excellent interpersonal, verbal and written communication skills
  • Client focused approach to work
  • 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
  • Service Management or support in an enterprise level and diverse environment of incident management, escalation procedures, and related disciplines
  • Excellent leadership and people management skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Excellent organizational skills
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and able to take responsibility
  • Able to manage and prioritize and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks
Education
  • BS/BA or relevant work experience
Essential experience
  • ITIL/infrastructure background
  • Management experience, typically gained over a minimum of 5 years
  • Major incident management experience
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 benefits package including 25 days holiday per year, pension scheme, life assurance, long term disability insurance, a health cash plan and other leading edge benefits that you would expect with a company of this type.

Apply now to begin your journey!

Apply for this job: Incident Manager - Enterprise Infrastructure

Contact Information:

Address:  PAREXEL International
The Quays
101-105 Oxford Road
Uxbridge
Middlesex
UB8 1LZ
England
Tel:  +44 1895 238000
Fax:  +44 1895 238494
Website:  Visit Our Web Site
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