HR Operations Service Manager

ITIL-based service

GSK Tech Global Centre in Poznan
Mid
Online interview
Employment contract
Poznań
Remote possible
80%
Paid vacation
26

Project description

As a HR Operations Service Manager you will be a part of the Global Application & Development team. Our goal is to build a world class global support team, to manage and transform operational support for our HR, Legal, WREF and Corporate Secretariat customers.

Your tasks

  • Manage service performance (i.e. SLAs) across level 2 and level 3 support groups
  • Manage service compliance requirements (e.g. GDPR, SOX, GxP etc)
  • Provide service reporting meeting stakeholder and senior management requirements
  • Demonstrated ability to develop and maintain key stakeholder relationships with business and IT counterparts up to the SVP level.
  • Own and execute major incident processes and drive to rapid conclusion by managing resources across teams and providing excellent and timely communications through service alerting
  • Manage supplier and vendor relationships
  • Drive service transition activities and ensuring services transition across support teams by ensuring knowledge transfer is effective and driving Early Life Support activities to ensure new deployments stabilize and support teams pick up knowledge
  • Manage escalations

Who we're looking for?

  • At least 4 years of experience as a Service Manager
  • Experience as a People Manager
  • Strong problem-solving skills required, often in high-pressure situations
  • Experienced in influencing large teams of resources providing services in a matrix environment
  • Have excellent interpersonal skills capable of building relationships across different teams in the organization (IT and Business).
  • Provide excellent reporting to all levels within organization and excellent stakeholder management experience (up to and including SVP)
  • Excellent understanding and experience of ITIL-based service
  • Pharmaceutical or other regulated industry experiences.
Preferred Qualifications:
  • Knowledge and experience supporting cloud Workday and SuccessFactors (SAP) cloud-based services
  • Understanding and experience of Agile development
  • Understanding and experience of AIOPs & DevOps
  • Working experience of ServiceNow

Skills
ITIL
How we manage our projects?
Methodology
Scrum, Agile, Kanban
Who makes architectural decisions?
Team and tech leads
Who makes technology stack decisions?
Architect
Project management software
JIRA, Microsoft Teams, Azure Devops
How we code?
Git
Version control
Style guide
Code review
Static code analysis
TDD
BDD
Code metrics
Knowledge database
How we test?
Unit tests
Integration tests
System tests
Performance tests
Manual testing
Test automation
CI
Toolset
Laptop
Additional monitor
Headphones
Personal container
Phone
Operating system
Work environment
Tech supervisor
Open space
Flexible working hours
Healthcare
  • Healthcare package
  • Healthcare package for families
Leisure package
  • Leisure package
Kitchen
  • Hot beverages
  • Fruits
  • Snacks
Traning
  • Trainings
Parking
  • Car parking
  • Bicycle parking
Other
  • Chill room
  • Integration events
  • work up to 80% of your working time per month remotely
  • flexible working hours
  • work part-time or have a long weekend thanks to Short Friday

Our company

GSK Tech Global Centre in Poznan

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

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