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Job Purpose

This role exists to empower the digital future with technology, shaping and driving technology disruption and digital transformation strategy aligned with business objectives. Manage Tech applications portfolio with focused on proactive application Life-cycle management or services and to manage the staff required (globally/locally) to achieve this. This role will act as a bridge between business requirements and developers to deliver products as per business needs.

This role manages the execution of processes for the management of Incident, Problem, Service Requests, and Change management for the portfolio of applications managed within the allocated Service Line. The role must ensure that the levels of IT service delivery are achieved both for existing and new services in accordance with the agreed targets. The role will help develop and implement strategies to simplify the operating environment and lower the total cost of ownership of assigned services in partnership with the IT Business Partner Groups.

This role requires a balance of business process understanding and technical breadth and an ability to operate in a flexible and agile way to drive efficiency and improvements to commercial business and global support functions

Minimum Level of Education

Bachelors or master’s degree in Computer/Software engineering, information’s systems or computer science, or similar discipline

4-12 Years of Experience

Area of Specialisation

• Should have comprehensive knowledge and understanding of system development life cycle and hands on Application Development expertise in multiple programming languages .Net, Java, PHP etc.
• System Architecture
• Experience developing products in emerging & digital Technologies like RPA, AI/ML, blockchain etc.
• Product Delivery
• Application Support
• Service Management
• Tech Governance
• Quality, Risk & Compliance
• People Management
• Experience in VFQ and Agile Methodologies

Experience & Skills Required

• Experience in implementing and supporting Primary and Secondary Sales systems
• Posses very good commercial/finance business acumen
• Experience working with SAP ERP products
• Strong conceptual thinking, modelling, analytical and problem-solving skills, strong interpersonal and communication skills
• High level of curiosity to challenge and replace old processes with innovative making it easier system & processes
• High learning agility - ability to learn and adapt to new concepts, systems, and software independently and quickly
• Understanding and experience of ITIL based service management practices.
• Demonstrated success in Managing IT services and projects to meet the needs of business within agreed SLAs, time and budget.
• Demonstrated up to date knowledge and improvement in areas of service operations policies, processes, procedures.
• Excellent communication and presentation skills with the capability to listen and influence stakeholders at all Levels
• Has the ability to make appropriate technical decisions, initiating action to resolve operational issues
• Comprehensive knowledge of system design principles and methodologies including requirements management, change management, issue management, financial management and quality control
• Ability to strategic thinking, planning and fast learning. Strong analytical and problem-solving skills
• Must be able to work with minimal supervision. Ability to plan own work to meet objectives, and to work independently.
• Experience in working with relational Databases (e.g. SQL Server or Oracle) and the ability to develop SQL queries
• Successfully completed business process re-engineering projects which directly linked to some ROI or growth of company
• Leads Root Cause Problem Analysis to identify and resolve underlying issues
• Be able to generate new business use cases in collaboration with business and convert them into solutions ensuring that the best fit solution is selected, developed or delivered

Key Responsibilities

The Tech Service Manager will be responsible for developing and leading a team of Tech Service Specialist for application development, day to day application support, compliance, governance, maintenance, life-cycle management and planning of business applications used within their service area and ensuring the support strategy is in alignment with the overall Tech and business direction.

The manager will be working and interacting directly with all Tech groups (Tech head, Tech Business Partners, EIS, Tech Delivery, Tech Support and Tech Regional product teams), business owners/users, external product vendors, data vendors, and offshore support suppliers; setting and monitoring service levels and conducting service reviews with all areas. Responsible for identification and execution of service improvements that will lead to lower cost of ownership for AS and GSK. The manager will be responsible for the management and remediation of any audit or compliance findings per GSK standards and execution of routine testing of agreed IT Continuity Plans.

• Business Partnering with business and other Tech teams
• Serve as point of contact for service operations performance with the Tech Head and Tech delivery teams
• Define, document, agree, monitor, measure, report and review the of Tech services provided
• Lead development and delivery of new products, features, fixes and technical solutions includes major platform deployment/expansions
• Establish total cost of ownership (TCO) of all Tech software assets in production
• Leads development and delivery of platform / product strategy
• Manage CWs developers team reporting to the incumbent
• Demand shaping for requirements coming from different countries and convert them into solutions via development or existing product delivery
• Will lead team in the elimination of support and maintenance cost associated with assets by decommissioning or consolidating similar products with cost savings mindset
• Liaison with vendors for new products and to ensure support services are maintained
• Support Tech head for budget preparations, governance and Tech procurement
• Innovate customer engagement projects with digital mindset

Contact information:
You may apply for this position online by selecting the Apply now button.

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