Operations Manager, Communication & Collaboration - Planet Pharma

Duration: 6 months+

Location: Boston - ONSITE 2 DAYS PER WEEK

PURPOSE OF THE FUNCTION

The C&CSr. SME is responsible for the daily operations related to the BIS Information Systems used by client that enable communication and collaboration (C&C).

• Day to Day Operation – including handling of IT problems, failures, issues, … of Systems in the Collaboration and Communication space
• Works closely with BIS Communication and Collaboration leads and any BIS members (including ad-hoc consultants)
• Execute support and services to maintain a qualitative service
• Contribute, advice, execute and deliver on projects on agreed solutions with Business requestors but always in line with company strategy (BIS C&C strategy or Business strategies)
• Ensure that application technologies are up to standard and managed properly by either internal BIS team when technology is in-house managed or by third party vendors when technology is outsourced or hosted

REPORTING LINE

• This position reports to the Global Collaboration Lead (BIS)

ROLES AND RESPONSIBILITIES

Main duties involve:

• Ensure that the collaboration and communication requests/ Projects/ changes/Incidents/ needs of all user community are addressed and aligned with the global Collaboration and Communications solutions in place and in use;
• Execute Migration of TEAMS and SharePoint plan or ad-hoc migration based on request/issues;
• Assisting any upgrade or version issue of supported applications
• Assist, advice and support the BIS C&C Leads in implementation of all requests/changes/projects related to Collaboration and Communications solution suite;
• Report all new requests and un-met needs to the Communication and Collaboration leads for alignment and solutioning (co-creation)
• Be on top of new or existing C&C solutions in the market and suggest technical innovations in the Communication and Collaboration field to improve and enhance Communication and Collaboration practices;
• Coordinate directly with all the user community for day-to-day operations. This includes user trainings if required;
• Coordinate directly with all the Communication and Collaboration partners for day-to-day follow-up and operations;
• Monitor the services delivered in pro-active way and take any preventive or correctives actions required (always in alignment with BIS C&C leads);
• Act as 2nd or 3rd line support for issues related to communication and collaboration platforms.
• Translate and implement Business policies into C&C solution (i.e: recording management, …)
• Ensure consistent level of services in all locations for all communication and collaboration related topics;
• Ensure that trainings, guidance, policies, procedures and security rules are in use and in place for Collaboration and Communications solutions (Solution Hub daily maintenance/user adoption/…);

SKILLS AND COMPETENCIES

• Technical Experience in Information technology systems supporting Collaboration and Communication. Specifically, M365 Productivity Tools (TEAMS, SharePoint, OneDrive, Planner, OneNote, Power BI, Power Automate, etc.), Sharegate, Zoom, Everbridge, Smartsheet, ServiceNow, Monday,....
• Very good Functional and technical knowledge of the Office 365 suite
• Project Management & Business Analyst skills a must
• Expertise in IT management and ITIL processes (Incident Management, Change Management, Preventative maintenance)
• Knowledge of Pharma/Biotech industry
• Excellent team player
• Customer oriented, solution driven and focused on execution, highly organized
• Good in verbal and written communication. Ability to adapt style and message to different audience, Commercial Business, Management, and IT technical.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Bachelor or Master’s degree in Computer science or engineering degree
• At least 4+ years of experience in IT, IT Information Management, …
• At least 3+ years of Expert level Microsoft 365 productivity Tool knowledge
• Experience of the Biotechnologies/Pharma sector
• Experience in working within an international context including working with external vendors across the globe
• Experience in IT services and support (customer care oriented, Problem solving oriented)
• Audit and compliance experience in the Pharmaceutical or Healthcare industry or eager to learn