Objectives
To lead and manage an Information Systems (IS) function in a number of commercial affiliates in the EERT sub-region in Europe
Expectations / scope / complexity
Knowledge
•Broad functional and technical knowledge of all key IS domains and service management lifecycle
•Expanding knowledge of related IS disciplinary areas, relevant IS industry trends and application of IS standards
•Knowledge of industry and business principles, understands customer’s core business, processes and priorities
•Enhances own knowledge through understanding business trends andobjectives
Problem Solving
•Applies analytical skills to evaluate and interpret complex situations / problems using multiple sources of information
•Forecasts, models and utilizes advanced analytical tools
•Anticipates and prevents potential problems
•Creates new procedures and processes to drive desired / improved results
•Handles diverse scope of issues that require evaluation of a variety of factors including current business trends
Autonomy
•Works under minimal direction
•Work is guided by operational and project objectives
•Manages or contributes to multiple assignments, projects, processes and sites
•Independently develops approaches, practices and solutions that are thorough, practical and consistent with functional business and IS objectives
Contribution
•Contributes to department / unit / team by ensuring quality of tasks / services provided by self and others
•Interprets customer needs to identify potential opportunities
•Provides training and guidance to others
•Extends capabilities by working closely with senior staff / experts within and outside internal organization, esp. with regional and global IS service owners / leads / teams
•Responsible for IS service delivery monitoring, IS business partnering, governance / policies, systems, budgets, activities and progress / results
Position specific responsibilities & tasks
•Business relationship management:
-Establishes and maintains a strategic relationship and strong communication with country leadership and key user groups about IS services, SLA’s and service road maps
-Drives alignment of IS service roadmaps and local business needs, plans and priorities
-Participates in country leadership team meetings, presenting strategic IS topics and leading IS related discussions as appropriate
-Provides country leadership oversight and progress updates of IS portfolio of local demand, projects, escalations, improvement actions and other relevant developments
-Plans and drives end-user communications to inform / update and get feedback from users about key IS developments / changes, IS processes and IS capabilities
•Service delivery management & escalation:
−Works with IS service owners / teams to ensure IS service delivery in line with commitments and SLA’s
−Reviews IS service reporting and follows up on key performance issues and required improvements also voiced by business leaders and (key) users
−Drives service issue escalations up the IS management chain towards resolution
−Oversees performance of local MSP / vendor (staffs) delivering global IS services
•Service delivery development:
-Work with IS service owners / teams to communicate new local demand, business plans and objectives and outcomes for alignment with service strategy and road maps
-Coordinates or supports local deployment of global IS service projects
•Information management:
-Advises business leads and ensures local systems adhere to Amgen’s requirements and policies regarding security, compliance, reliability, functionality and continuity
-Advocates adoption of available global IS services, platforms and capabilities
-Analyses local systems against global IS services / roadmaps and proposes migration plans accordingly
-Advises business leads on applying generic IS best practices related to data & information management and automation of business processes
-Manages / guides new IS demand as raised by local business leads / users in accordance with defined IS processes
-Analyses technology aspects of business improvement ideas and plans and proposes initial IS project or delivery plans accordingly
-Plans and manages IS components of local IS driven business projects
Qualifications & experience
Minimum requirements
College degree or equivalent industry experience
Minimum 5 years experience in a similar role including 2 years line management experience
Broad working knowledge of key IS domains & layers incl.: application software & web technologies; reporting & analytics tooling; database / data warehouse technologies & data interfacing; application hosting, server & other infrastructure technologies; end-user technology; X-as-a-Service technologies
Experience in information / application management, IS service management and IS project management
Experience in IS (team) management and governance for an organization unit
Experience in development of processes / SOP’s,policies and associated documents
Experience in team-oriented, cross-functional, global, virtual collaborative environment
Preferred requirements
Fluency in written and spoken English
In-depth knowledge of IT industry
Experience in pharmaceutical industry and exposure to working in regulated environments
Knowledge of pharmaceutical business processes and operations
Proven record of (1) information / functional IS analyses and planning and (2) project management and delivery, esp. for business applications in the field of process workflow automation, team collaboration, multi-channel marketing and reporting & analytics
Experience in applying IT best practice methodologies: ITIL (v3), PRINCE2 and Agile / DSDM
Competencies
Displays strong management and delegation skills
Applies conceptual thinking operating at strategic / tactical level
Demonstrates excellent communication and presentation skills
Possesses strong negotiating and influencing skills
Demonstrates excellent organisation and time management skills
Routinely applies analytical skills to solve complex problems
Exhibits leadership / authority, coaching and motivation abilities
Position specific responsibilities & tasks (continued)
•Country IS governance & management:
-Manages all IS related topics / aspects and required improvements at country level
-Establishes and maintains specific local IS policies and procedures
-Manages local IS operating expenses, advising business on IS run and project budgets, providing transparency on IS spend
-Manages local vendors and contracts for local systems
-Manages local IS assets and procurement
•Local IS team management:
-Recruits and on-boards new IS staffs when relevant
-Ensures IS staffs are trained and comply with appropriate standards and procedures
-Manages activities, workload and overall performance of IS team
-Performs all regular HR processes to ensure IS staffs are engaged and proficient
•CO IS TMEA team participation
-Contributes to the team’s activities, meetings and improvements initiatives
•IS compliance management:
-Maintains knowledge of IS quality and compliance policies, SOPs and associated documents
-Creates and contributes to development and maintenance of relevant policies, SOPs and associated documents for IS
-Supports, participates in and responds to questions and findings from regulatory and other audits
-Ensures compliance with Amgen’s corporate regulatory requirements e.g. SOX, GxP, Data Privacy, Data Security
