Manager - Service / Operations Manager - Level II / no - 110

Status: 
closed
Location: 
4070 Basel
Start Date: 
2018-05-01
End Date: 
2019-12-31
Hours per day: 
8,00
Hours per week: 
40,00
Workload: 
100%
Total Hours: 
3.488
Assignment: 

Background

For our Swiss customer located in Basel we are currently looking for (m/f) a Manager - Service / Operations Manager - Level II.

• Type of placement: 20 months, external contract with possible long term extension
• Company: major Pharma company in Basel area
• Salary: level 2, please ask us for the exact rate range

(monthly all in salary levels in CHF, level1= 5-10k , level2=10-15k, level3= >15k)AScientific Supportientific Support

 

Scientific Support

  • Enable scientists to gain maximum value from the product
    • Answer "How to" questions  
    • Train users
    • Help users exploit the product to solve new problems, support new processes or workflows
  • Identify recurring incidents → enable first-line-supporters (ServiceDesk, embedded supporters, super-users) to solve them
  • Identify frequent requests → provide automated, self-service or first-line-supporter (including super-users) solutions
  • Triage escalated incidents
  • Incident that should be handled by first-line-supporter (including super-users) → refer back to first-line (with guidance)
  • Known issue → apply and document workaround
  • Problem → create problem ticket
  • Change Request → create change request ticket
  • Standard Request (such as a configuration or administration function) → fulfill request
  • Collaborate with NEXT team on data shared between the two systems

 

Problem Management

  • Coordinate root cause analysis
  • Prioritize problems
  • Track progress
  • Document results
  • Escalate with RCP, vendor or others as needed

 

Operational Oversight

  • Monitor:
    • Operational health & availability
    • Results of automated tests, contact for maintenance weekend & scheduled downtime
    • User list
    • Usage including monthly reporting on shipment statistics
    • Licenses
    • Capacity
    • Logs  

 

  • Review Queues:
    • Incidents and Standard Requests
    • Problems
    • Change requests
Requirements: 

Skills desired for this role 

  • Prior ASM or deputy experience preferred
  • Clear communication (verbal & written)
  • Customer & quality focused
  • ITSM experience
  • Systems analysis experience
  • Experience with team tools such as Jira, Confluence & Jive
  • Experience with reporting tools such as Spotfire
  • Logistics and/or compliance systems experience

 

 

  • Languages
    • English requirement
    • German very nice to have. 

 

  • Travel expectation
    • Minimal 

 

  • Remote work possible
    • Not too much, max. 20%