Maidenhead, Berkshire CSL Seqirus

This key global I&T role within Service Delivery Excellence will play a key leadership role in ensuring that all I&T service owners and managers deliver the services that are defined within I&T. This will be through a combination of

• identifying service performance deficiencies and improvements through the regular reporting and analysis (alongside process owners) of complex performance data to improve the service quality and performance within I&T. All with the strategic outcome of improving the security, quality, and reliability of our services.
• Leading appropriate service governance reviews with Service Owners and the Service Delivery Excellence Experience leads, including ensuring the governance models are provided with the insights and structure to ensure improvements are identified, communicated, and implemented.
• Ownership of ensuring the underlying process data within ServiceNow is enabling the service owner and proactive problem management. Delivery is through the ServiceNow platform and process teams, but the role is required to own the data deficiencies and ensure plans in place to remediate.

This role will be directly responsible for reviewing, defining, and reporting service performance that will be instrumental in enabling flawless execution by CSL's I&T Service delivery teams and key strategic partners. They will drive a focus on proactively identifying operational opportunities and corrective actions prior to major performance impacts.

Reporting to the I&T Enterprise Performance & Improvement Lead, with 0 direct report but will indirectly manage and coordinate a matrix organization consisting of internal I&T and external supplier resources.

Responsibilities include: -

• Ensure that all Service Delivery governance and processes are provided with the relevant Service Performance insights and reports.
• Ensure that Service Owners have data and capabilities available to proactively manage services and improve upon quality of services.
• Act as a Subject Matter Expert and provide a service assurance view to CSL I&T on where the opportunities are in relation to service performance remediation.
• Influence a diverse set of stakeholders including Service and Process Owners to ensure we have clarity on actions and expectations in terms of remediating service deficiencies, and that Service Performance requirements are considered.
• Create a standard schedule / catalogue of reports and insights that are made available to Service Owners, Tower Leads and I&T Leadership Team
• Ensure that defined levels of Service are being measured, communicated, and improved.
• Provide Subject Matter Expertise in the definition of Service Levels and standards within I&T
• Ensure that appropriate Service Levels are defined, managed and available within I&T Service Management tools (for example ITSM), including providing data quality reviews.
• Ensure an understanding of the complex nature of Service Level mapping within the I&T Service Management tools to be able to provide accurate and insightful reporting.
• Manage the I&T Service Governance calendar and ensure that the appropriate reports and material are available.
• Provide transparency and insights to I&T Leadership team on the performance of I&T services, including risks, issues, repeat failures and improvement opportunities.
• Ensure that all the underlying Service Management data is understood and that any process / system deficiencies impacting data quality are resolved by the appropriate teams.
• Working with the Continuous Improvement Lead ensure that Service Improvements are recorded, prioritized in accordance with the required governance and standards.
• Take a leadership role to influence and deliver selected complex service improvement initiatives across multiple I&T and Service Provider stakeholders. This will include initiatives that have direct impact on the I&T strategic objectives to improve Service Delivery quality.
• Demonstrate the ability to use the data (qualitive and quantitative) available to identify numerous and often poorly defined problems within Service Delivery quality.

Skills, Qualifications, and Experience: -

• Bachelor's degree in, computer science, mathematics, general business, or related field
• Minimum 8 years' experience in Service Performance or Delivery Management, including Service Provider management.
• Experience in managing multiple Service Improvement initiatives as part of Service Transformation objectives.
• Deep understanding of Service Management process data and ability to identify insights from this data.
• Experience in definition of Service Levels and the ongoing management and maintenance of these with Service Owners
• Understanding of the pharmaceutical industry or related industry preferred but not essential.
• Proven MS Excel, MS PowerPoint, and MS Word skills
• Basic strategic orientation, inquisitive, comfortable with ambiguity, and self-motivated to identify trends and improvement opportunities aligned with business objectives and strategic plans.
• Demonstrated leadership and collaboration skills with ability to build effective relationships and influence peers and key stakeholders including I&T leadership teams.
• Demonstrated strength and ability to organize and lead global, matrix teams.
• Strong project management skills with ability to plan tasks, assign resources, manage progress, remove barriers, manage change, resolve conflict, build consensus, and motivate team members across multiple projects concurrently.
• Strong verbal and written communication skills with the ability to tailor messages to the given audience, present information in a clear and concise manner, apply creative approaches to engage and influence audiences, manage change, resolve conflict, and build consensus.
• Service Performance reporting and governance skills through the delivery of timely, accurate and insightful performance reports and governance forum management
• Ability to analysis data from multiple sources to provide insightful reporting and feedback, including the use of PowerBI, ServiceNow and Excel
• The ability to build and maintain strong relationships and collaborate effectively with all levels and cross functionally within the organization.

Our Benefits

CSL Seqirus is committed to attracting and retaining world-class employees who are valued for their contributions to achieving business objectives. Learn more about some of the benefits you can participate in when you join CSL Seqirus.

About CSL Seqirus CSL Seqirus is part of CSL Limited (ASX: CSL). As one of the largest influenza vaccine providers in the world, CSL Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. Learn more about CSL Seqirus .

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