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reference: 4911354

documentId: 4911354

connectionPointId: 7

lastModificationDate: 1543406771056

stillingsbetegnelse: Global IT Incident and Problem Manager

jobbeskrivelse:

In LEO-Pharma we are using IT in more than 60 sites all over the world, and we are growing. If you would like to be part of a Global team responsible for stable and efficient operation of more than 200 Global Business Applications, come an join us as Incident and Problem Manager in Ballerup, Denmark

As Global IT Incident and Problem Manager in LEO you will work in a team of ITIL Process Managers, where you together with our Global sourcing partners, will be responsible for the Incident and Problem Management process. 

Job Description

In this role you will very much act as a Vendor Manager within the Incident and Problem Process, meaning our sourcing partners have the responsibility to act in the processes, but you must expect to have hands-on on a frequent basis in order to drive efficiency improvements. Your main responsibility will be:

• Perform operational vendor management within Incident and Problem Management
• Own and manage the effectiveness of the Incident/Problem management process both internally in LEO and at Vendors 
• Carrying out compliance and quality assessments of incident and problem management process and provide feedback on areas for improvement 
• Producing management information, including KPIs and reports
• Handle escalations for major Incident (Severity 1 and 2) with Service Owners and Service Delivery Managers.
• Liaise with Service Level Manager to define, implement and deliver performance reporting towards LEO IT management and LEO business.
• Effective input to Change Management and other ITIL disciplines as required

Qualifications and experience

Hopefully you have worked in a outsourced global company before as Incident and/or Problem Manager. You are structured and loyal to the processes which are inspired by ITIL. You are always looking for improvement areas within your processes and in the departments and partners using your processes. You have:

• Experience with Service Desk tools; preferably ServiceNow with relevant processes
• Awareness of Infrastructure and Technology, sufficient for understanding of impact of failures
• Demonstrable experience of Incident and Problem Management delivery in an outsourced environment (must).
• Experience working in an ITIL framework 
• To understand Incidents & Problems in relation to contractual obligations and performance
• A self-starter with high levels of drive, energy, resilience and a desire for professional excellence
• Proven strong capability for assessment of complex business issues and successful delivery of measured improvement initiatives
• Ability to make decisions in pressure situations at a management level
• Ability to collaborate across the different technology services

The department

We are 8 people (including you) in LEO Global IT Service Management and cover the most popular ITIL processes and functions. We also own the global contracts from a Service Delivery perspective. You will be in a team (and in a company) of very skilled and dedicated colleagues.

Contact and deadline

So, if you would like to be in a company where we believe business will come if we help patients, where IT plays a vital role in LEOs 2025 growth strategy helping 125 million people across the world, then come and join us.

If you have any questions or want to know more about the company or the position, feel free to contact Peter Steffensen +45 2214 2118 or pfpdk (at) leo-pharma.com.

Application deadline is December 7th 2018.

We look forward to your application. 

numberOfPosts: 1

jobCategoriesCodes_0: http://data.europa.eu/esco/isco/C1330

abstractJV_contact_0: Please apply using one of the specified channels

positionTypeCode: directhire

contractTypeCodes_0: fulltime

Arbejdsgiver Navn: LEO PHARMA A/S

source: DK-STAR