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Problem Manager

Lead Problem Manager working within the Pharma industry 

Do you excel in and get energy from identifying Root causes, and removing problems in an advanced infrastructure – and do you have the experience to prove this?

Then you might be our new Problem manager!

 

Your responsibilities as Problem Manager

As our new Problem Manager, you will be the lead Problem Manager dedicated to a large pharma customer. Besides being responsible for handling Problem investigations after Major Incidents and other high attention investigation, you will be the key link between internal and customer stakeholders.

You will also act as a mentor and communicator for other NNIT Problem Managers situated in China and Philippines, who are supporting the same account.

Your work assignments will include: 

  • Facilitation and co-ordination of Problems through each phase of the Problem Management process;
  • Ensure Problem Management KPI compliance;
  • Review and approve Problems for further investigation;
  • Facilitate and Coordinate between various support teams to identify the root cause and suggest preventive actions;
  • Manage the progress of Problems and escalations;
  • Manage stakeholder updates, communication and alignment;
  • Preparing process and management reporting;
  • Proactive Problem management;
  • Mentoring and delegating Problems and tasks to other Problem Managers;
  • Proposing and leading CSI initiatives.

Your qualifications and experience

You have working experience within Problem Management, preferably from a service provider or a larger organization. You have significant experience in working within ITIL processes in general. Besides that, you have an analytical mindset and enjoy organizational and inter-personal communication.

Other preferred skills:

  • Incident and Change Management;
  • Knowledge, or even better, experience in working within in the large and complex IT infrastructure;
  • Application knowledge e.g. from working as application supporter;
  • Direct or indirect management;
  • GxP certification.

On a personal level you thrive in a busy, highly professional environment and have a systematic/structured and focused approach to your tasks. You make things happen through other people and do not mind taking the initiative and getting your hands ‘dirty’. Problem Manager is a key role in Operations, and you need to be robust and good at independently pushing and prioritizing your work.

Good communication skills in both English and Danish are required, since you will work with both internal IT specialists, as well as customer stakeholders, both located in different parts of the world. You must be able to communicate complex technical issues to management and other stakeholders.

You will join our Operations Center OC Process Management team

Our dynamic team consist of employees based in Denmark, Czech Republic, China and Philippines. We deliver managed execution within our ITIL processes, i.e. Incident, Problem, Configuration management and Changes in our Shared Service infrastructure as well as ensuring continual improvement across these services.

Please submit your application and resume in English and attach relevant diplomas.

 


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