IT Operations Manager for GxP Applications

Galderma is the emerging pure-play dermatology category leader present in approximately 90 countries. We deliver an innovative science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981 we have dedicated our focus and passion to the human bodys largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin we are in shapes our lives we are advancing dermatology for every skin story.

We look for people who focus on getting results embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all they must be passionate about doing something meaningful for consumers patients and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company we embrace diversity and respect the dignity privacy and personal rights of every employee.

At Galderma we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled direct impact.

• Accountable for delivering Application Run Services and ensuring service meet agreed SLA and customer needs
• Build and maintain the Application Run operational activities in close cooperation with internal and external teams 3rd party provider IT Service Owners and IT Operations Managers.
• Manage day-to day activities for the assigned services. This includes proper planning supervising execution of the activities managing escalations and reporting delivery progress to various stakeholders.
• Leads the assigned area ensuring through preventive activities and appropriate monitoring no/minimal disruption to IT services.
• Responsible for keeping the service delivery processes compliant - including request incident problem and change management process GXP requirements and supporting audit requirements wherever required
• Driving efficiency prioritization adhering to relevant target dates SLAs and be able to report progress and backlog.
• Analyze the incoming application/service requests and make sure it is properly classified by application team and channel through agreed process.
• Actively supports Major Incident and other critical situation resolution.
• Participates in the definition of the new services and operational activities onboarding
• Monitor and report on these agreed service levels according to Galdermas framework.

• Continuously analyze performance of the operations framework identify recurrent issues gaps and potentials risk and build mitigation and improvements plans to ensure high quality of service.

• Ensure compliance and maintenance of service documentation SOP Knowledge Articles Configuration Management Database (CMDB) activity records (via ServiceNow) and related ensuring availability of this information according to the internal Galdermas processes.
• Effectively communication and coordinate inter-IT team integration demands ensuring collaboration and activity delivery across teams (Service Desk Domain teams IT Infrastructure and 3rd party teams).