IQVIA Service Desk Manager in London, United Kingdom
Join us on our exciting journey! IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.
Role –Service Desk Manager (Central Team)
IQVIA - Background
Around the world healthcare stakeholders are working to improve real-world patient outcomes through treatment innovations, provision and access to healthcare. IQVIA provides the information, technology and service solutions they need to drive new insights and approaches. With a global team of 50,000, we harness insights, commercial and scientific depth, and executional expertise to empower clients to achieve some of their most important goals: improving clinical, scientific and commercial results, realising the full potential of innovations and ultimately, driving healthcare forward.
We are one of only a few organisations that integrate real-world evidence, health economics, outcomes research, consulting, and health intelligence tools at the national and international levels across the healthcare value chain.
The position we are recruiting for sits within IQVIA Real World Insights, which applies healthcare intelligence tools and Real World Insights expertise to deliver deep insights into the realities of healthcare delivery, patient populations, pathway design, the effectiveness of healthcare interventions and products, and value for money.
European Data & Evidence Networks
It is our belief that availability and transparency of treatment data lead to improved patient care. As such, in collaboration with leading pharmaceuticals and in consultation with healthcare professionals, governments and patient groups, IQVIA is leading the development pan-European information infrastructure platforms to collate comprehensive, up-to-date and validated data on how anti-cancer medicines are used in clinical practice. Working with healthcare data providers across Europe, the initiatives will enable the oncology community to keep pace with innovation and derive the greatest value from anti-cancer treatments.
Technology is at the very core of our success and the enabler of our ambition to help connect treatment innovation to patient benefits and ultimately broaden the opportunity for individual patients to receive the therapies that are appropriate for them.
Collaboration for Oncology Data in Europe (CODE)
This is a unique opportunity to be part of an ambitious initiative that will establish the first comprehensive long-term Oncology Data Network across Europe.
It is our belief that availability and transparency of treatment data lead to improved patient care. As such, in collaboration with leading pharmaceuticals and in consultation with healthcare professionals, governments and patient groups, IQVIA is leading the development of a pan-European information infrastructure to collate comprehensive, up-to-date and validated data on how anti-cancer medicines are used in clinical practice. Working with healthcare data providers across Europe, this initiative will enable the oncology community to keep pace with innovation and derive the greatest value from anti-cancer treatments.
Our initiative is an exciting start-up opportunity funded by IQVIA and its collaboration partners. We are currently a team of 100, quickly scaling up as we roll-out and build our European presence. For further information please take a look at the initiative’s website: www.code-cancer.com
This is an exciting opportunity for the right candidate to help shape the Service Desk and the delivery of services to IQVIA customers, it’s suppliers and staff.
The primary focus for this role will require the candidate to monitor the data production process of the ODN technology platform, identify and investigate data quality issues, interrogate log files, log and refer any issues to the relevant data processor for onward investigation and resolution.
We are looking for candidates that are flexible, can juggle conflicting priorities, yet remain calm and responsive to the needs of our customers. This is an external customer facing role to provide telephone, email and on-line chat support, hence the need to be able to communicate effectively and have excellent customer service skills.
Specifically, the candidate must have the following technical skills.
Knowledge of Wintel administration infrastructure and Unix systems.
VMWare administration, with deployment experience.
Administration knowledge and understanding of Active Directory and single sign-on, preferably Centrify.
Security, certificates and network monitoring, troubleshooting and rapid response, using monitoring tools such as Solarwinds.
Creating, testing and debugging SQL queries.
Providing support to end users of Salesforce and ServiceNow;
Managing service tickets through to resolution, escalating these to the correct resolver groups and ensuring Service Levels are achieved;
Contributing to the process development and documentation of operating procedures for the Service Desk and the other customer service functions.
To act as the central coordinator for any problems and incidents, to provide:
An analytical approach and determination to investigate the root cause.
Tenacity to ensure any problems or incidents are thoroughly investigated and satisfactory resolutions are reached.
Can display strong leadership to ensure multiple parties contribute to and support the effective diagnosis and resolution of any problems or incidents. Including communication to the business and customer user.
Participating on customer on-boarding procedures to complete due diligence and configuration of the service management platform.
Additionally, the candidate must have strong customer service skills, including:
Having a positive attitude, always willing to go the extra mile for our customers;
Be comfortable and confident at making outbound telephone calls.
Maintain and grow the customer and configuration database keeping it accurate and up to date.
Establish and set high standards of customer services.
Knowledge of European data protection legislation.
Core to the initiative is the development of a distributed technology platform that will enable the collection of data, and reporting platforms to enable insights to be obtained from this unique data set. The technology team is responsible for integrating the platform, deploying to regional data centres, rollout to health care providers, and supporting the in life solution.
The growing technology team is supported by an operations team that provides planning, co-ordination, quality control, knowledge management, governance and Service Management across multiple workstreams.
We are now looking for a Service Desk Manager who can quickly learn the technology platform and can quickly grow to become an authority as well taking responsibility for helping to design, document and mature many of the Service Management processes.
This is a ‘greenfield’ operation, so IQVIA seek an individual who can build structure and work independently, who is willing to ‘roll their sleeves up’ to provide end-user support as well as contribute to the building of the service operations.
This role is ideal for a candidate who has been leading a team of support analysts and is willing to help build a new team, this is much more than a standard end user desk top support role.
It is envisaged that the post-holder will report to the Operations Manager.
Experience, Skills and Qualifications
5+ years of professional experience, consulting, change or programme management background in a technology context
Experience and understanding of the software development and deployment process
Understanding of database technology & personal data governance & security
Previous coding / development / database experience (advantage)
Experience of multi-national change initiatives (advantage)
Organisational change methodical skills set (organisational analysis and design, financial modelling, programme planning and steering, secondary research)
Experience of ServiceNow ITSM and ITIL V3 Foundation.
Expert level MS-Excel MS-Project MS-PowerPoint skills
Fluent in English with very well-developed written and verbal communication skills
Excellent interpersonal skills and an ability to work effectively with different stakeholder groups in a complex organisation
Structured approach to problem-solving
Enjoys the exciting and constantly evolving corporate start-up environment
Demonstrates the capability to juggle priorities in a deadline-driven environment
Additional European language(s) would also be useful
The role is full time based from the London, Kings Cross office
Competitive and commensurate with the scope of the role
We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes. Whatever your career goals, we are here to ensure you get there! We invite you to join IQVIA™
At IQVIA, we have a vision. Where every healthcare decision is based on evidence. Where data science and human science come together to improve global health. Where new and creative solutions aren’t just possible – they are expected.
Thank you for your interest in growing your career with us. It takes insight, curiosity, and intellectual courage to transform healthcare. The 56,000+ employees of the IQVIA family of companies, including Q2 Solutions, are reimagining a world without the consequences of disease. We are brave minds bringing powerful ideas to reality. At IQVIA, you can truly make an impact in an environment where you’re supported to succeed.
EEO Minorities/Females/Protected Veterans/Disabled