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WD139289 - Service Management Analyst

Job Details

  • Permanent, Full Time
  • Greater London
  • Closes 23rd October 2017
  • Requisition ID: WD139289
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Basic qualifications:

• Educated to degree level or equivalent
• Good written English, presentation and reporting writing skills
• Proven ability to motivate and lead a (matrix) team in a frequently changing business environment
• Experience in working in a medium to large company
• Proven ability to provide high levels of customer service whilst working in a pressurised environment
• Proven record of planning, implementing, integrating and working with complex processess
• Proficient in Microsoft Office Suite
• Knowledge of customer service practices
• Experience in mediation and conflict resolution techniques
• Experience in designing and conducting surveys and conducting customer interviews
• Data analysis experience
• Knowledge of research practices and survey operations
• Experience of Microsoft Office – Access, Excel, PowerPoint
• Fluency or Expert Competency with the use of SAP Data Browser (SE16 etc.)

Interpersonal Skills
• Ability to communicate across many levels of the organisation
• Ability to communicate and work with technical resources to ensure delivery of desired process outcomes
• High attention to detail
• Issuing clear communications to team and customer groups
• Ability to foster and maintain relationships with key process players across GSK

Preferred qualifications:
• Understanding of Consumer, Pharma and Trading Partner businesses
• Experience of working in a Shared Services organisation
• Experience of working for a multi-national organisation
• Understanding of GSK’s approach to Service Management
• Experience working in customer service or sales
• Marketing or advertisement experience
• Experience with statistic software such as SPSS

At GSK we are a science-led global healthcare company. We research and develop a broad range of innovative products in three primary areas of Pharmaceuticals, Vaccines and Consumer Healthcare. Our mission is inspiring and challenging – to help people do more, feel better and live longer.

We have a significant global presence with commercial operations in more than 150 countries, a network of 86 manufacturing sites in 36 countries and large R&D centres in the UK, USA, Spain, Belgium and China.

• To support the creation and running of the EDMO service management team.
• Introduce common metrics (KPI and SLA measurement, common ways to access the EDMO’s services and support the collection of Voice of the Customer input
• The role will also coordinate, and drive where needed, continuous improvement activities, to ensure that the EDMO reacts to customer input or improvement opportunities where they are found

• Support the implementation of service management in the EMDO
• Conduct service improvement activities
• Responsible for managing and reporting on Enterprise Data Management Organisation’s operational Remedy Resolving Agencies and other engagement points where appropriate
• Support and maintain the EDMO’s intranet presense and KT material. Manage the EDMO teams to ensure the provision of content on EDMO services
• Report on all of the EDMO’s services and adhere to a monthly standard work approach and reporting cycle
• Ensure coordination between the EDMO services and others departments of the organization to ensure smooth operational functioning of the client services
• Measures the performance of the EDMO’s services against the goals set. Use this analysis and suggest/ make favourable changes to the operations of the department.
• Work on new and existing projects which help in increasing the operational efficiency of the EDMO’s department.
• Identify and work on any new methodologies which may be useful in performance of the EDMO’s services.
Review existing procedures and policies of the EDMO’s services to eliminate all those that have become obsolete. Also responsible for maintaining and updating the process charts.

Impact of Decisions
If the feedback from customers or measurement of our services is not accurate, customers may become dissatisfied with the EDMO’s services leading to a lack of the support for the EDMO. The EDMO may miss the opportunity to correct or improve its activities meaning that the end outcome of processes that the EDMO supports may not be optimal, potentially leading to a delay in product reaching a customer, or a customer or vendor facing an less that optimal interaction with GSK.

Problem Solving
• Must have a demonstrated Service Management/Business Analyst background
• Will be able to review a process and its KPIs and associated data and identify failure points and inefficient process steps
• Will be able to recommend process changes and improvements
• Will be able to deal with stakeholders that may be reticent to change from their current ways of working to ones that suit the needs of the EDMO’s customers
• Ability to confidently communicate across many levels of the organisation with a key focus on Stakeholder engagement
• Ability to communicate and work with technical resources to ensure delivery of desired process outcomes
• Ability to foster and maintain relationships with key process players across the EDMO, G-ERP and other groups where the EDMO supports processes

At GSK we are all inspired by the difference we make and challenge ourselves every day to improve the lives of patients and consumers. That’s why we have created an environment where everyone feels valued, able to develop, contribute to our mission and be proud of what we achieve.

To support you in achieving your role and career ambitions you’ll be given the opportunity to:

• Play an important role in delivering our mission
• Be an essential part of diverse, global team
• Develop others as part of your own professional growth

You’ll also receive a competitive salary package including on target bonus, shares, private medical insurance, Company Pension Plan, 26 days annual holiday, private healthcare option, bonus scheme and a share purchase scheme plus a personalized career development pathway.

Interested in Joining the Team?

Take a look at the requirements and apply via our online portal using your cover letter and CV to tell us more about you and why you’re the perfect person for the role.

Please ensure you apply before COB 23rd October to ensure you’re in the running!

(Please take a personal copy of the Job Description, as this will not be available online post closure of the advert)

During the course of your application you will be requested to complete voluntary information which will be used in monitoring the effectiveness of our equality and diversity policies. Your information will be treated as confidential and will not be used in any part of the selection process.
If you require a reasonable adjustment to the application / selection process to enable you to demonstrate your ability to perform the job requirements please contact 0808 234 4391. This will help us to understand any modifications we may need to make to support you throughout our selection process.

Thank you for your interest in this opportunity.


Contact information:
You may apply for this position online by selecting the Apply now button.

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