GlaxoSmithKline Hiring for Director – ERP Change and Release Assurance​ at United States Full Time

GSK Consumer Healthcare?

In GSK Consumer Healthcare, we are on an incredible journey as we prepare to create a new, standalone, world leading company with a 100% single-minded focus on everyday health. We are doing this at a time when the work we do has never mattered more. With the COVID pandemic, people are increasingly looking for ways to manage their own health and wellbeing and to take care of their families. This is where we come in. With category leading brands such as Sensodyne, Voltaren and Centrum, built on trusted science and human understanding, and combined with our passion, knowledge and expertise, we are uniquely placed to deliver better everyday health to millions of people around the world ad grow a strong, successful business. This is an opportunity to be part of something special.

This role will provide YOU the opportunity to lead key activities to progress YOUR career, these responsibilities include some of the following…

The Director – ERP IT Service Management has the following responsibilities:

• Define, Own and Operate ITIL Service Management Processes: Incident, Problem, Transition, Major Incident, Service Requests Management Processes, Change and Release Management.

• Manage Service Escalations raised by colleagues and stakeholders.

• Drive IT Service Partners to deliver support service within agrees SLAs.

• Drive Accountability via effective Service Reporting and Governance processes.

• Creation of clear Service Improvement Plans to address issues

• Drive Adoption and adherence of IT Service Management process in a transparent and measurable manner.

We are looking for professionals with these skills to achieve our goals. If you have them, we would like to speak to you.

• Overall 18+years of Industry experience.

• At least 16-18 years of experience in IT Service Management;

• Experience in ITIL process definition is a must.

• Managing outsourced partner teams is important.

• Background in ERP / SAP Operations is important

• ITIL V4, Strategist or Leader

• Graduate in related discipline or equivalent experience.

• ITIL Specialist+ Certification

This role involves:

• Analyze and diagnose customer feedback, formulating action plans that will improve VoC

• Work across boundaries within and external to Global ERP to ensure issues are resolved in a timely manner

• Identify opportunities for improvement and implement them.

• Engage and solicit help from service providers

• Example: Respond to Major escalation and owning timely resolution of issues. Quickly trigger processes and understand resourcing requirements, pulling in relevant team members and ensuring teams are working collaboratively together to resolve issues efficiently. Managing communications whilst this is happening to ensure key stakeholders are kept up to date.

Why GSK?

Our values and expectations are at the heart of everything we do and form an important part of our culture. These include Patient focus, Transparency, Respect, Integrity along with Courage, Accountability, Development, and Teamwork. As GSK focuses on our values and expectations and a culture of innovation, performance and trust, the successful candidate will demonstrate the following capabilities.

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Our goal is to be one of the world’s most innovative, best performing and trusted healthcare companies. We believe that we all bring something unique to GSK and when we combine our knowledge, experiences and styles together, the impact is incredible. Come join our adventure at GSK where you will be inspired to do your best work for our patients and consumers. A place where you can be you, feel good and keep growing.

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We are a science-led global healthcare company with a special purpose: to help people do more, feel better, live longer. We have 3 global businesses that research, develop and manufacture innovative pharmaceutical medicines, vaccines and consumer healthcare products. We aim to bring differentiated, high-quality and needed healthcare products to as many people as possible, with our scientific and technical know-how and talented people. We strive to attract the best people and to create an environment that empowers and inspires. Explore more exciting opportunities by visiting our career site (http://www.gsk.com/en-gb/careers/) .