SERVICE OPERATIONS MANAGER (SR. CONSULTANT, TECH)

Creating a healthier world IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry.
We believe in driving healthcare forward by pushing the boundaries of human science and data science.
Our passion, innovation, collaboration and growth help our customers create a healthier world.
We are a team of in more than 100 countries around the globe.
We look beyond expectations and possibilities to accelerate innovation for better results and better outcomes.
Our people are entrepreneurial spirits with a connected intelligence, unafraid of challenges and driven by the desire to do good.
We are turning powerful ideas into reality by reimagining a world without the consequences of disease.
Technology Solutions If you are passionate about life sciences and technology, there is no better place to be than IQVIA EMEA Technology Solutions.
We sit at the very crossroads of the two.
We harness transformative technologies to help life sciences companies accelerate innovation to unleash business potential and make a greater impact on human health.
The Service Operations Manager ensures the highest quality and Client satisfaction for large-scale projects or programs.
These activities can also be done with respect to service delivery, managed services, or DevOps-oriented projects.
Also, the capability of managing teams is expected.
Essential Functions • Accountability for large-scale, multi-country technology ongoing services with focus on Quality, Client Satisfaction and Profitability.
• Owns communication and relationship with the Client program Owners and perform Service review with all the relevant internal and external Stakeholders.
• Builds, broadens, and deepens strategic client relationships within the accounts in the defined (through sell deliver).
• Manages escalations end-to-end, involving proactively the relevant internal stakeholders and proposing solutions to eradicate the problems.
• Ensures alignment and coordination between the different IQVIA/client touch points; ensures client insight is shared internally.
• Responsible for mapping of all commercial stakeholders, including their needs and priorities.
• Provides regular cadence with all the relevant stakeholders.
• Assists with the review and analysis of client requirements/problems and proposal development.
• Develops an exhaustive knowledge of services and consulting methodologies and the pharmaceutical/healthcare/life sciences industry.
• Develops an exhaustive knowledge of IQVIA technology solutions and how they would be utilized in client scenarios.
Qualifications • 8+ years of relevant experience in Service, Support or Operations management is required.
• Proven project and program management skills and client influencing and relationship building skills.
• Very good understanding of IQVIA data assets and the IQVIA core offerings.
• Works willingly and effectively with others in and across the organization to accomplish team goals.
• Experienced with developing consultative relationships with senior level managers and executives at clients in the life sciences industry.
• Proven capability of managing a mid-sized Team of consultants.
• Knowledge and understanding of the fundamental processes of business, their interaction, and the impact of external/internal influences on decision making, growth and decline.
• Knowledge of consulting methodologies, tools and techniques related to functional area.
• Excellent presentation, communication and client influencing skills.
• Possesses the necessary subject matter expertise and project management skills able to effectively manage projects across the CoE.
• Exhibits a comfort level in customer facing situations when necessary.
• Analytical and problem-solving skills.
• Proven ability to work with teams (locally & internationally).
• Knowledge in databases and data integration techniques (SQL, ETL tools).
• Knowledge in one of the main reporting tools (Power BI, QlikView, Tableau, Cognos, BO, …).
• Fluency in English and one EU language.
The knowledge of additional EU languages is a plus.
IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry.
We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world.
Learn more at https://jobs.
qvia.
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