Service Manager-veeva Quality Vault Job in Gsk Plc

This is a new role created to provide service management excellence for Veeva Quality Vaults. The role will provide operational support for the L2/L3 support for the Quality Vault. Role is the backup for Service Owner to assist in managing Operational Activities.

Job Purpose

The Veeva Quality Service Manager lead the third-party team responsible for the Enterprise Veeva Quality Vault Support. User base for the Quality Vault is over 100k.

Key Responsibilities

• Lead a team of high performing individuals who provide service management, oversight and interface with the strategic supplier and GSC Quality D&T.

• Oversee provision of all L2/L3 incident management, problem management, change management and fulfil the ITSM role.

• Serve as the primary operations escalation contact for Global Business Units

• Transform the ways of working from a project-based to a product-based organization, ensuring we maintain excellence in service management and operations.

• Analyse and review actual service performance against agreed SLA and OLA measures, including internal GSK metrics and external metrics with vendors (Veeva, Accenture)

• Lead continuous improvement initiates to enhance the SLA and OLA targets and metrics

• Provide regular reports on service performance and achievement to the service owner and governance boards

• Develop and maintain management processes and controls to ensure quality is maintained to meet business objectives

• Champion and promote service improvements to continually improve quality and customer satisfaction

• Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of significant service issues.

• Ensure the defined services capacity meets GSK business demand.

• Lead on ServiceNow CMDB currency, ensuring all is up to take and play a key role in change approvals.

• Oversee BAU Vault Loader Migrations, working with third party migration partners and Business teams to migrate content

• Manage IT Risks on behalf of the Veeva Quality Tech Team.

Minimum Level of Job-Related Experience Required

• 8+ years of experience in Service Management

• 3+ years Veeva Vault experience, QMS/QualityDocs preferred

• Previous demonstrable excellent relationship building and communication skills

• ITIL or other Service Management qualifications

• Prior experience in Veeva migrations

• Veeva Platform Admin certifications