IT Service Delivery Manager / System Owner

Boost your career with us

Polpharma Biologics is a state-of-the-art biological R&D and manufacturing facility, one of the most modern in Europe. We have a fantastic, international team of experienced experts and dynamic young scientists with common goals and values. Biotechnology is our passion.

Together we develop medicines, offering a new hope to patients suffering from serious diseases. We create a passionate and friendly workplace environment. Join us!

Your role

As the IT Service Delivery Manager, you will proactively ensure that IT owned outsources systems and services remain fully operational by managing its daily support and service delivery. You’ll be acting as IT System Owner with responsibility for an overall system management and maintaining the system in a validated state throughout the life of the system.

Your responsibilities

  • Manage all operational activities by acting as an interface to the various underlying outsourced services and internal functional teams (Application, Infrastructure, IT Ops and Support, internal Business and customers). 
  • Deliver the proper level of services according to agreed SLA established with the business function or specific division.
  • Assure an effective communication and coordinate resolution of issues escalated from users, partners and vendors.
  • Harmonize process & standardize way of working across Application Service portfolio.
  • Deploy continuous process improvement in order to deliver better service and to reduce operational activity costs by improving existing process or defining new ones in line with the strategy.
  • Partner with business and other stakeholders to ensure provided services and deliverables align with business needs.
  • Tracks the performance of suppliers using contracted KPI’s and SLA’s, Initiate recommendations for supplier improvements aligned with contractual agreements.
  • Ensure successful development and delivery of enhancements, improvements and changes. Coordinate project implementation efforts with Project Managers to ensure no operational issues.
  • Ensure compliance with security practices, regulations and GxP standards. Ensure owned system remains in validated state and application readiness.
  • Financial management of the services, budget planning and cost analysis.
  • Define appropriate governance and organize regular meetings with customers, suppliers and other stakeholders.
  • Develop relationships with other IT service delivery managers and domain leaders to build a comprehensive knowledge base of articles across the full spectrum of IT services.
  • Ensure setup of help-desk support. Ensure appropriate support model is in place prior to any entry into service.
  • Manage deployment of releases and change requests. Follow-up and ensure on-time delivery of change requests.
  • Provide input to IT leadership on both short-term and long-term application roadmap in support of business strategy.

If you have

  • Bachelor’s degree in Computer Science, Information Systems or related discipline. Equivalent work experience will be considered.
  • 3+ years of experience in supporting or managing applications services
  • Work experience within a pharmaceutical GxP environment is strongly preferred
  • Experience in managing vendors services, incl. service contract management
  • Strong communication skills to effectively liaise with both technical and non-technical staff, as well as key stakeholders at senior levels of the organization.
  • Minimum of 3 years in an IT Service Management role utilizing ITIL practices
  • Attention to details and focus on quality and compliance.
  • Fluent English (spoken and spoken and written).

We offer

  • Private healthcare
  • Life insurance
  • Private pension plan
  • Relocation package
  • and more
Join our Team!

Why you should work with us

Contact us
[email protected]