Senior Service Analyst

Site Name: Bengaluru Luxor North Tower Posted Date: Jul 5 2022 Ready to help shape the future of healthcare? At GSK, we have already delivered unprecedented change over the past four years, improving R&D, becoming a leader in Consumer Healthcare, strengthening our leadership, and transforming our commercial execution. Now, we’re making the most significant changes we’ve made to our business in over 20 years. We’re on track to separate and create two new companies in 2022: New GSK with a leading portfolio of vaccines and specialty medicines as well as R&D based on immune system and genetics science; and a new world-leading consumer healthcare company of loved and trusted brands. With new ambition comes new purpose. For New GSK, this is to unite science, talent, and technology to get ahead of disease together – all with the clear ambition of delivering human health impact; stronger and more sustainable shareholder returns; and as a new GSK where outstanding people thrive. Getting ahead means preventing disease as well as treating it. How we do all this is through our people and our culture. A culture that is ambitious for patients – so we deliver what matters better and faster; accountable for impact – with clear ownership of goals and support to succeed; and where we do the right thing. So, if you’re ready to improve the lives of billions, join us at this exciting moment in our journey. Join our challenge to get Ahead Together. At GSK, we're a company with a purpose to help people do more, feel better and live longer. We realize that our purpose starts with us. When we feel at our best, we perform at our best. Therefore, we want all applicants to be able to perform their best throughout the recruitment process. We will be delighted to hear from talented individuals that align to our values. These are at the heart of everything we do and include: Patient focus, Transparency, Respect, Integrity along with Courage, Accountability, Development, and Teamwork. When you set out on your adventure at GSK, we make a deal. You commit to living our values and expectations and performing against our Innovation, Performance and Trust priorities. In return, GSK commits to providing the right environment for you to thrive. Together, we build an environment where we can all thrive and focus on what matters most to each of us. Job Purpose: It would not be possible to provide 24x7 ERP operations support from India without this position. As this is a mission critical service that operates 24*7, there shall be a need to periodically work outside of normal hours. Provide service reporting meeting stakeholder and senior management requirements Demonstrated ability to develop and maintain key stakeholder relationships with business and IT counterparts up to SVP level. Own and execute major incident processes and drive to rapid conclusion by managing resources across teams and providing excellent and timely communications through service alerting Manage supplier and vendor relationships Drive service transition activities and ensuring services transition across support teams by ensuring knowledge transfer is effective and driving Early Life Support activities to ensure new deployments stabilize and support teams pick up knowledge Key responsibilities: Responsible for providing best in class 24*7 production support meeting SLA requirements Ensure overall service delivery of SAP is delivered efficiently and effectively to GSK globally. This includes detailed analytical data reviews to drive localized and targeted service improvements. Provide leadership, guidance and communicate the day to day priorities of Incident/problems and escalations Manage the service to SLA ensuring Voice of Customer is positive (< 3% unsatisfied users). Ensure all negative VoC is followed up Identify/ Contribute to/implement continuous service improvements Hold programme teams accountable for delivering supportable solutions that shall not put production availability at risk. Provide feedback to programme teams on the quality of delivery, influencing programme delivery designs and plans. Accountable for providing services to projects and users Manage key Senior stakeholders (Business and IT) in a multi-service provider environment Maintain a Business/ Customer-centric focus in everything you do; your passion for customer experience will guide critical decisioning and approach. Support project teams in managing service transition with particular focus on stabilizing operations after go lives. Planning downtime of the service and negotiating this with service providers and the business. Managing associated communications for this. Major Incident Management Plays a key role in engaging with the Major Incident Management team for resolution of any P1 issues which are critical or which have the potential to become critical. Drives it with the MIM team till the RCA and reports the same to the business with resolution and how to prevent the recurrence. Accountable for managing relationships with service providers Drive performance of services delivered by service providers to meet SLA requirements. Partner up with service provider service management resources to develop their capabilities ensuring they can manage stakeholders Embrace and implement ITIL compliant process. Review best in class industry processes with view to implementing applicable ones within GSK environments Experience: Graduate in related discipline or equivalent experience in Pharmaceutical or other regulated industry experiences (SAP Environment preferred). ITIL Certified to Foundation level or to Expert Level (preferred) SIAM foundation/ Professional (Preferred) 9+ years’ work experience in Service Management ITIL v3 certification and strong service management experience/background. (Strong understanding and experience of ITIL-based service management practices.) Strong leadership approach with excellent Negotiation and Analytical skills Strong communication skills and customer relationship management. Strong problem-solving skills required, often in high-pressure situations Proven experience of working in global 24*7 Operations Experienced in influencing large teams of resources providing services in a matrix environment Experience of managing transitions from Projects into support Operating a disciplined and logic work style in a high intensity support organisation with constantly changing and competing high priorities Provide excellent reporting to all levels within organisation and excellent stakeholder management experience (up to and including SVP) Working knowledge of Agile framework Good project and time management skills. At GSK we value diversity (Gender, LGBTQ +, PwD etc.) and treat all candidates equally. We aim to create an inclusive workplace where all employees feel engaged, supportive of one another, and know their work makes an important contribution. *LI-GSK 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. Important notice to Employment businesses/ Agencies GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. 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