Integration I&T Service Delivery Manager

The Opportunity

Reporting to the Director, Integration Platforms, you will take on a variety of responsibilities and will need a diverse skill set while leading I&T service delivery and cross-functional teams. You will coordinate communication between I&T and other departments, develop and implement service level agreements (SLAs), ensure the quality of I&T services, and manage performance monitoring and reporting. You will be involved in change management, policy development, documentation, risk management, and customer relationship management. Additionally, you will be responsible for resource allocation, conflict and escalation management, underperformance management, and encouraging the adoption of emerging technologies to improve service delivery.

• Service Coordination: Coordinate communication between I&T and other departments to ensure seamless delivery of services.
  
• SLA Management: Develop and implement service level agreements (SLAs) to ensure efficient I&T service delivery.
  
• Quality Assurance: Oversee the quality of I&T services provided and manage the resolution of any arising issues.
  
• Performance Monitoring: Monitor and report on service delivery performance, identifying areas for improvement.
  
• Change management: Lead change management and ensure they are closed and completed.
  
• Minor Enhancement: Manage requirements collection and documentation. Planning and agreeing priorities. Ensuring Enchantment are delivered based on agree timelines.
  
• Policy Development: Implement policies and procedures for consistent and streamlined I&T service delivery.
  
• Documentation: create and update work instructions and Standard Operation processes, along with other platform and project documentation
  
• Risk management: Identify, understand and manage risks, ensuring that they are logged and migrating actions are documented.
  
• CAPA and Deviation management: Manage CAPA's , ensuring they are documented and closed within required timelines.
  
• Reporting: Provide Regular reporting of Integration, Platform and Services status to interested parties.
  
• Resource Allocation: Resource planning to ensure resources are at the correct levels.
  
• Customer Relationship Management: Working with CSL customer and business partners, the business and CSL vendors to ensure everything is working effectively.
  
• Conflict and escalation management: Manage conflicts and escalation for all parties, to deescalate and move the situation to a solution.
  
• Under Performance Management: Identify areas which are under performing and create improvement plans and actions and drive the improvement.
  
  

• Provide guidance and supervision to I&T service delivery staff.
  
• Lead cross-functional teams and foster collaboration.
  

• Bachelor's degree or equivalent; education preferably concentrated in IT, Engineering or Science. Technical training in vendor specific technology preferred
  
• 5+ years' IT experience including specific experience in ERP systems analysis. Pharma/Biotech or similarly regulated environment experience desirable
  
• Understanding of Integration patterns and experience with integration tools, such as SAP PI/PO, SAP BTP, SAP CIP, Mulesoft, Opentext, AWS Glue, Azure Data Factory, Fivetrans and informatica
  
• Understanding of XML, Json, X13 EDIFACT and other message formats
  
• Project management skills including planning and execution.