This is a new role created to provide service management excellence for Veeva Quality Vaults. The role will provide operational support for the L2/L3 support for the Quality Vault. Role is the backup for Service Owner to assist in managing Operational Activities.

Job Purpose

The Veeva Quality Service Manager lead the third-party team responsible for the Enterprise Veeva Quality Vault Support. User base for the Quality Vault is over 100k.

Key Responsibilities

• Lead a team of high performing individuals who provide service management, oversight and interface with the strategic supplier and GSC Quality D&T.

• Oversee provision of all L2/L3 incident management, problem management, change management and fulfil the ITSM role.

• Serve as the primary operations escalation contact for Global Business Units

• Transform the ways of working from a project-based to a product-based organization, ensuring we maintain excellence in service management and operations.

• Analyse and review actual service performance against agreed SLA and OLA measures, including internal GSK metrics and external metrics with vendors (Veeva, Accenture)

• Lead continuous improvement initiates to enhance the SLA and OLA targets and metrics

• Provide regular reports on service performance and achievement to the service owner and governance boards

• Develop and maintain management processes and controls to ensure quality is maintained to meet business objectives

• Champion and promote service improvements to continually improve quality and customer satisfaction

• Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of significant service issues.

• Ensure the defined services capacity meets GSK business demand.

• Lead on ServiceNow CMDB currency, ensuring all is up to take and play a key role in change approvals.

• Oversee BAU Vault Loader Migrations, working with third party migration partners and Business teams to migrate content

• Manage IT Risks on behalf of the Veeva Quality Tech Team.

Minimum Level of Job-Related Experience Required

• 8+ years of experience in Service Management

• 3+ years Veeva Vault experience, QMS/QualityDocs preferred

• Previous demonstrable excellent relationship building and communication skills

• ITIL or other Service Management qualifications

• Prior experience in Veeva migrations

• Veeva Platform Admin certifications

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

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