IT Service Manager

GSK Poznan Tech Hub
Online interview
Employment contract
Kolorowa 6, Poznań

Project description

The eForms Service is a global GSK service and includes the management of demand, delivery & support capabilities for an internally developed bespoke workflow environment, across all GSK business units. Aligned under Global Applications & Development (GA&D) this service currently provides support services for 25,000+ customers across 80 countries.

The scope of this service includes the provision & support of any applicable business process which requires controls and compliance to a mandatory workflow. IT Service Manager is essential for the service to maintain its current business level of service.

This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following:

  • Work closely with internal eForms Delivery & DevOps teams to facilitate a smooth transition for the roll-out of eForms processes (new capability + enhancements + eForms framework upgrades)
  • Manage, deliver & owns communication of periodic service overview updates across all regions and functions. Participate in regional Comm Cells to provide appropriate service metrics & status updates on escalations
  • Manage an offshore model to support 25,000+ internal customers (incident management, problem management, service requests & change management)
  • Work directly with global & local market IT delivery teams, as well as management levels of global, regional and local business teams to ensure understanding & agreement of service levels & cost recovery components
  • Ensure adequate resourcing model in market & regions to support global deployment, including working with project teams to ensure good change management and user training are in place to support deployments
  • Partner with applicable Core Tech & Cloud teams to ensure a seamless deployment e.g. Internal/External Web Hosting, Database teams, etc.
  • Ensure regional/market deployment handover to all steady state services (IT & business) is effective. Ensure steady state processes are well embedded in Local Operating Companies as part of deployment
  • Develop a culture of continuous improvements for eForms deployments, thinking strategically and with a proactive approach
  • Consistently measure & react, when appropriate to Voice of the Customer & Voice of the Process feedback

Who we're looking for?

Basic Qualifications:

We are looking for professionals with these required skills to achieve our goals:

  • Proven track record for delivering or supporting strategic, innovative and critical projects on time, within budget and with high customer satisfaction
  • Experience through effective collaboration with 3rd parties, including offshore and outsourcing partners
  • Strong communicator, team player, able to maximize teamwork through direct/indirect control + influence
  • Demonstration of process improvement mechanisms to drive performance and value add
  • Demonstration of conceptual thinking, modeling, analytical and problem-solving skills
  • Strong and demonstrated interpersonal skills, including networking and teamwork abilities, combined with strong negotiation and communication skills, within both IT and Business communities
  • Proven ITIL service management & service deployment capability
  • Demonstrated understanding of software life cycle development methodologies and Project Management methodologies
  • Demonstrated relationship management of Vendors and Offshore Service Partners

Preferred Qualifications:

If you have the following characteristics, it would be a plus:

  • Experience supporting business process management solutions including understanding of Pharmaceutical & Consumer business principles including commercial, financial & marketing processes and ways of working
  • Experience in working at global and regional level
  • Possess an excellent understanding of business processes
  • Ability to work in a complex & matrixed organization setup with multiple reporting relationships
  • Evidence of driving business results through IT innovation
  • Strong Innovative Thinking and Leading People behavioral capabilities


  • Career at one of the leading global healthcare companies
  • Contract of employment
  • Attractive reward package (annual bonus & awards for outstanding performance, recognition awards for additional achievements and engagement, holiday benefit)
  • Life insurance and pension plan
  • Private medical package with additional preventive healthcare services for employees and their eligible
  • Sports cards (Multisport)
  • Possibilities of development within the role and company’s structure
  • Personalized learning approach (mentoring, online trainings’ platforms: Pluralsight, Business Skills, Harvard Manage Mentor, Skillsoft and external trainings)
  • Extensive support of work life balance (flexible working solutions, short Fridays option, health & wellbeing activities)
  • Supportive community and integration events
  • Modern office with creative rooms, fresh fruits everyday
  • Free car and bike parking, locker rooms and showers

  • Healthcare package
  • Healthcare package for families
Leisure package
  • Leisure package
  • Hot beverages
  • Fruits
  • Snacks
  • Trainings
  • Car parking
  • Bicycle parking
  • Chill room
  • Integration events

Our company

GSK Poznan Tech Hub

Poznań 750
Tech skills
  • Node.js
  • JavaScript
  • Java

Check out similar job offers