Amgen Service Center Delivery Senior Manager in Breda, Netherlands

Amgen is a values-based organization with a powerful sense of shared purpose toward our mission: to serve patients. We provide the capabilities, resources, and rewards of a global enterprise, while maintaining the entrepreneurialism and pioneering spirit that marked our early days as a biotechnology innovator. We encourage our team members to have fulfilling and meaningful careers through challenging assignments, career development, and valuable opportunities such as this job opportunity.

Amgen Breda receives its products as semi-manufactured goods, which are then packed country-specific, stored and eventually shipped to various countries worldwide.

Dedicated Amgen staff in the Netherlands are working on supply chain processes, Engineering, clinical research and marketing and sales of our medicines. We encourage our employees to have fulfilling and meaningful careers. We offer challenging assignments, career development programs, and valuable growth opportunities.

Currently we are looking for a Service Center Delivery Senior Manager.

As a Service Center Delivery Senior Manager, you

  • Work closely with the Service Center Business Lead to oversee day to day service delivery operations to ensure the growing Service Center Offshore Team delivers marketing and sales materials on time, to the agreed quality standards and fit for purpose costs

  • Set a clear production schedule and ensures this is met, quickly identifying and acting upon any issues

  • Define clear and business relevant KPI's and measurements to assess quality of delivery and effectively communicates to brand teams, product managers and senior business stakeholders

  • Effectively manage a range of offshore teams covering areas such as campaign digital content, iDetailing presentations, Compliant Field Emails, Printed material and web sites

  • Review content build strategy to support regional co-creation process, ensuring brand consistency, keeping abreast of these guidelines against audience demographics

  • Collaborate with business lead, service owners, project managers, business partners and service providers to identify and define service level agreements and performance metrics. Work with run organizations to setup of run metric collection and reporting.

  • Work with project teams and run organizations (internal and external) to ensure understanding and application of the agreed service model.

  • Are responsible for maintaining service catalog and the end-to-end service-level framework.

  • Work with run organizations/partners to identify and implement areas of improvement, addressing, in particular, service improvements, compliance, security, stability, resilience, supportability concerns, refining the model for effectiveness and ongoing customer alignment.

Service Management

  • Define, implement and monitors the key service performance indicators aligned to business capabilities and IS service owners and reports them to brand teams, product managers and business stakeholders, through service scorecards and dashboards

  • Takes corrective actions to effectively manage Service Center Offshore Team service performance in line with agreed SLAs, and recommends service improvement opportunities to business lead based on the analysis of service performance and efficiency

  • Maintains and regularly review SLAs and underpinning contracts with IS service owners and service providers.

  • Collects the Service Center Offshore team service performance data from business partners and end users through satisfaction surveys and review meetings (as agreed with the business owner).

  • Operational Vendor management

  • Effectively manages incidents and issues, service requests, small enhancements, change management and service escalations.

Requirements

  • 10+ years IS experience

  • Business partnership and strategy experience, having worked in a highly matrixed, dynamic and challenging business environment and directly with senior business stakeholders

  • Good understanding of marketing business process, brand plans, campaign management and product launches ideally in a regulated industry (Biotech or Pharmaceutical Industry preferred)

  • Good understanding of common platforms used by commercial organizations, including CRM, closed loop marketing, campaign management, business intelligence, digital channels, web and MDM

  • Played senior IS service delivery roles including service strategy and ITIL experience;

  • Managed large projects and budgets

  • Experience of line management and team development in a virtual environment

  • Worked in an international multi-cultural environment ideally pan-European or Global organization

  • Strong vendor management and track record in managing sizeable off shore teams (100+ FTEs)

  • Strong presentation, oral and written communication skills

  • Fluency in written and spoken English.

Relevant Process/Technology experience.

  • Knowledge in CRM solutions (Veeva, SalesForce.com) including knowledge about Cycle Planning, Closed Loop Marketing, etc.;

  • Knowledge in digital marketing and campaign management tools;

  • Knowledge in BI / analytical tools;

  • Digital communications and collaboration tools;

  • Web site services;

  • Digital asset management;

  • MRL approval process.

Key business knowledge

  • Proven experience in delivering off shore services supporting multiple products, brands in multiple geographies

  • Good understanding of marketing business process, brand plans, campaign management and product launches ideally in a regulated industry (Biotech or Pharmaceutical Industry preferred)

  • Expert knowledge in people management and team dynamics

  • Strong knowledge in organizational change management to enable business and deliver value

  • A strong ability to develop, document and present business documentation including service reviews, business cases and project plans;

  • Strong business acumen and knowledge of commercial, marketing and brand planning.

To be successful in this role you:

  • Are results driven with focus on resolving critical service issues, develop strategic and pragmatic plans, generate breakthrough solutions and deliver outcomes;

  • Have a passion for measuring performance to drive for better services and foster innovation;

  • You take accountability, fulfil commitments, manage risks and learn from mistakes;

  • You have strong problem solving, analytical and documentation skills;

  • You have time management skills in a high pace/ high pressure environment.

Why join Amgen?

Amgen is a Fortune 150 company and one of the world's leading biotechnology companies operating in nearly 100 countries around the world.

We encourage open dialogue and professional debate, and we collaborate with world-class talent and institutions around the globe. We believe in rewarding those who do rewarding work and are committed to providing careers that can help turn the tide of serious, life-interrupting illnesses.

Please note:

  • An online assessment (capacity test and personality questionnaire) is part of the recruitment process.