Director - ERP Operations - Pharma

Job Description

The Director, ERP Operations owns end-to-end accountability for leading a team to provide best in class production 24-7 support and provide Change & Release Management services. The customer base spans across Manufacturing, Commercial, Supply Chain and R&D business units. The role also includes providing Information Lifecycle Management Services.

Scope of role:

The role will have 4-6 direct reports within excess of 6-10 GSK employees reporting indirectly to this position. Budget accountability shall be in the region of - 8-12m, managing service providers (including driving performance for ~120+ resources)

Purpose:

- Provide best in class 24-7 support service integrating and driving the delivery of an End-to-End Support service for >100,000 users.

- To ensure all production systems and services are available to the global user base and operate within agreed and formalised service levels, and that all other SAP environments required by the deployment and change activities are available to the appropriate user base and operate within agreed and formalised service levels.

- Provide services to projects and users to manage changes through environments transition projects from delivery to support teams

- Manage the relationships with service providers and drive their performance so they meet GSK requirements. This will include managing ~150+ supplier resources.

In addition, manage and provide Information Lifecycle Management Services.

Key responsibilities:

- Accountable for providing best in class 24-7 production support meeting SLA requirements

- Ensure sustainable operations setup to provide operational support efficiently yet effectively across geographies. This includes Incident Management, Problem Management, Request Management, Availability Management, Stakeholder reporting, Escalation management, etc.

- Ensure capabilities exist within each time zone, managing three centers of excellence that are autonomous. Create a sustainable operation.

- Manage the service to SLA ensuring Voice of Customer is positive (< 3% unsatisfied users)

- Govern delivery of service to ensure issues that may impact service availability are prevented from materialising. If these do, processes should be in place to detect, respond and address these issues in timely manner minimising impact on user base.

- Ensure service operates meeting all regulatory and compliance requirements

- Hold project teams accountable for delivering supportable solutions that shall not put production availability at risk. Provide feedback to project teams on the quality of delivery, influencing project delivery designs and plans.

- Negotiate and drive for ongoing provision to be made in budgets to maintain and support the asset as usage increases

- Accountable for providing change & release services to projects & users, enable service transition

- Providing a Change & Release Management servicing projects and operational support. Drive for best-in-class operation supporting need to be cautious for risky changes that could impact service availability yet finding the balance to make execution times as quick as possible to support need to get changes in fast in controlled and compliant manner

Manage key Senior stakeholders (Business and IT)

- Provide a service to project teams to manage service transition. This includes designing services and planning for capacity and capability uplifts where needed.

- Provide ongoing service improvements to improve service operations.

- Accountable for managing relationships with service providers

- Drive performance of services delivered by service providers to meet SLA requirements

- Ensure VoC is positive (less than 3% dissatisfied users)

- Drive service providers to provide cost effective best in class services based upon industry standards, adopting accelerators that will improve overall service

- Review and manage performance against contracts, negotiating updates as needed

- Ensure services are designed to meet customer and project needs

- Manage relationship with providers and act as point of escalation internally within GSK for services provided.

- Accountable for managing Information Lifecycle Services for ERP and non-ERP systems

- Own and manage archiving and decommissioning of sunset systems

- Deliver M&A migration and staging activities

- Responsible for overall data retention and retrieval services

Deliverables

- 24-7 L2 & L3 support servicing all SAP users, Integration & B2B Services

- E2E ownership of Major Incidents management

- Management reporting to aid stakeholder management

- Maintenance of relevant SOPs, standards, and best practices

- Regular ITCP testing and ownership for department BCP and Crisis Management

- Compliance adherence, responding to any audit and compliance requirements

- Own and manage overall Information lifecycle services for ERP and non-ERP systems

Basic Experience

- 18+ years of IT experience

- 10+ years' experience in leading teams

- 5+ years having worked in a validated SAP environment

- Proven experience in managing global 24-7 SAP Operations

- Experience of managing multi-disciplinary global team across geographical locations (including Managed Service Providers in India)

- Experienced having managed large teams of resources providing services (70+)

- Experience of managing large budgets (- 5m+)

- Experience of managing hybrid environmental set up, on-prem and SaaS.

- Proven experience operating in a high intensity support organisation

- Be able to navigate efficiently through controlled change and release management processes

- Must have excellent interpersonal and communication skills to be able to influence senior stakeholders

- Strong problem-solving skills required, often in high-pressure situations

- Provide excellent reporting/communication to all levels within organisation and excellent stakeholder management experience (up to and including CIO)

- Strong understanding and experience of ITIL-based service management practices

- Pharmaceutical or other regulated industry experiences.