Product Service Manager

Agile practices

GSK Poznan Tech Hub
Online interview
Employment contract
Remote possible
Paid vacation

Project description

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

  • Service Management and Governance

  1. Serve as point of contact for service operations performance and support advice/expertise for specific Tech solutions
  2. Responsible for ensuring that the GSK Service Management Standard Processes are applied and adhered to including embedding and adopting standard ways of working in accordance with Tech Quality Risk and Compliance policies
  3. Review support service delivery with Internal Service Providers (e.g. other Tech) and Strategic Partners to ensure that agreed targets are met and prepare proposals to meet forecast changes in the level or type of service
  4. Define, monitor, measure, report & review Tech services levels. Primary escalation path when levels not met
  5. Establish total cost of ownership (TCO) of production assets within their defined Product line
  6. Responsible for identification and execution of improvements that will lead to lower TCO for GSK

  • Ownership

  1. Ownership of service management processes and mechanisms as well as the service management governance associated to a defined product line, ensuring these adhere to the wider service management strategy

  • Demand Management

  1. Ensure that requested work is aligned to agreed demand types and entered into a support demand backlog 
  2. Own, review and prioritise support demand backlog for assigned Product Line
  3. Monitor and ensure the capacity of the support group team is managed to fulfil highest priority demand activities

  • Availability Management

  1. Point of contact for relevant parties associated to major disruptions and/or amendments to the allocated product lines
  2. Act as escalation point and coordinator (as required) for resolution of major outages

  • Vendor and Business Relationship Management

  1. Liaison with application vendors and the business to ensure support services (and licencing) are suitable and maintained

  • Decommissioning

  1. Eliminate support and maintenance costs associated with allocated assets by decommissioning, or consolidating similar products as approved by Product Director and in line with guidance from the Product Support Lead

  • Service Improvement

  1. Identification of improvements and innovative solutions for allocatd solutions that can be applied across Tech departments to lower costs and provide value

  • Problem Management

  1. Drive/Lead individuals & teams through root cause analysis and subsequent solution delivery for allocated products

  • Support Strategy

  1. Maintain awareness of Product backlog and future direction of allocated Product lines and continually assess impact on support demand and requirements
  2. Working closely with Product Support Lead and Product Directors to determine, document and agree support models and service level requirements for new products/applications

  • People Management

  1. Provides leadership, support direction and GSK process knowledge/expertise to support teams composed of GSK, strategic partners and software vendors
  2. Enable support teams to work following Agile practices

Who we're looking for?

Basic Qualifications:

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

  • Solid & Demonstrable knowledge of business processes, workflows, IT tools/applications & strategic goal setting in a regulated environment
  • Demonstrated experience of successfully managing within the offshore environment and working with offshore vendors
  • 5+ years demonstrating a high degree of customer service in a technical discipline to meet the needs of business within agreed SLAs, time and budget
  • Demonstrates an understanding and experience of Agile practices
  • Demonstrated up to date knowledge of service operations policies, processes, procedures for service delivery, and reporting procedures
  • Demonstrates an understanding of service definition and process improvement methodologies
  • Can demonstrate client management skills having the ability to drive outcomes & manage client expectations
  • Is familiar with the concepts, standards, technology, tools, processes, procedures, hardware, software and services in use for delivering information services
  • Excellent communication and presentation skills with the capability to listen and influence stakeholders at all Levels
  • Has the ability to make appropriate technical analysis/decisions, initiating action to resolve operational issues
  • Fluent English


  • 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.

How we manage our projects?
Scrum, Agile, Kanban
Who makes architectural decisions?
Team and tech leads
Who makes technology stack decisions?
Project management software
JIRA, Microsoft Teams, Azure Devops
How we code?
Version control
Style guide
Code review
Static code analysis
Code metrics
Knowledge database
How we test?
Unit tests
Integration tests
System tests
Performance tests
Manual testing
Test automation
Additional monitor
Personal container
Operating system
Work environment
Tech supervisor
Open space
Flexible working hours
  • 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

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