End to end ownership of the GBS Service Delivery Governance processes, from data preparation to the realization of reviews with business partners, GPO and stakeholders.
Act as PoC (point of contact) for ongoing Service Infrastructure activities in service lines coordinating changes with respective delivery teams. Including execution of Voice of Customer surveys, Capacity Studies, as well all other Service Infrastructure elements.
Ensure standardization of Service Infrastructure components across GBS Service Lines to drive economies of scale.
Manage regular communications and training to the shared services delivery teams.
Setup Service Infrastructure and Technology Enablement
Make improvement recommendations and present conclusions to businesses, functions and management by leveraging leading practices, and monitoring available metrics.
Support the Incident Management process with the process team leads and analyze the incident data and trending for insights.
Analyze problems and implement recommendations: Quantify and summarize findings, facilitate the successful implementation of Service Infrastructure recommendations
Stakeholder Management and Leadership
Act as a coordination point for the Global Process Owners and other business partners for all aspects of Service Infrastructure.
Demonstrate proficiency effectively presenting complex topics in an easy-to-understand manner across GBS, as well facilitating meetings with Senior Leaders and Business owners.
Coordinate and facilitate work within Service Management analysts' team. Provide constructive feedback and actively promote brainstorming and problem-solving.
Requirements
Ability to manage your own workload effectively, stay organized, and move tasks forward with minimal supervision.
Executive presence and communication skills - capable of developing compelling value propositions and influence stakeholders
Superior problem-solving skills, and interpersonal skills allowing to motivate global teams working under tight timelines/budgets
Functional knowledge of corporate business processes (e.g procure to pay, record to report, hire to retire, order to cash) an advantage
Required Skills:
3-5 years of progressive Shared Services/Global Business Services experience
Life sciences/bio pharma work experience strongly preferred
International experience - Self-awareness of communication styles and cultural differences
Consultative style - Ability to formulate and articulate a perspective and present it in a way to create understanding and alignment on issues (from strategy to tactics)
Shared Services experience with Transition management, operational metrics and scorecards, global shared service operating models (strongly preferred)
Advanced working knowledge on MS Office (mainly Excel, PowerPoint). Knowledge of Service Now preferred. PowerBI is an asset.
Language: Fluent in English. An additional language is an asset.
ITIL Foundations Certification will be an asset
Additional Employment Conditions
This role is in hybrid model of work.
Please note that the role requires a candidate to be a holder of work permit & residency in Poland.
#LI-H
Benefits
Vision insurance
Additional Information
About This Role:
Service Infrastructure is the foundation that underpins the successful operation and management of a world class Global Business Services organization. The Service Management Sr. Analyst acts as an owner for elements of Service Infrastructure, such as Performance Management, Incident Management, and Governance.
The Service Management Sr. Analyst will be working as a part of Service Management team which fosters performance levels and competency for the service lines/ GBS processes. They drive the running and setup of Service infrastructure processes within GBS, using defined shared services methodologies, collaborating with the delivery teams and Global Process Owners (GPO). This role is key to executing plans for our Service Infrastructure design/operation which plays a role in implementing GBS strategy. This position reports to the Head of GBS Service Management.
Biogen · Warsaw, Poland