Senior Manager, Filed Technical Operations

General Description:

The Senior Manager, Field Technology Operations, North America is an individual contributor role that will manage ongoing technical operations associated with Field Tools for Commercial and Medical Affairs Teams for North America. This position will be responsible for daily KTLO (‘Keep the Lights On’) for Field Tools and other technology platforms, and oversee all operations activities working with Vendors and internal infrastructure teams. This position will report to the Director, Field Tools and will manage the service operations, service agreements, and overall service quality standards and KPIs for Field Technology solutions, supporting Field Teams under Sales, Marketing, Market Access, and Med Affairs. This position will also support continuous improvements in field tools and ongoing operations.

Essential Functions of the Job:

• Manage daily operations of Field Tools across Sales, Market Access, Regional Marketing and Medical Affairs, including but not limited to regular application refreshes, application refresh calendar and runbook, vendor coordination and all associated outbound communication to application users.

• Develop, maintain and enhance Application runbooks, user guides, FAQs, and any associated training materials. Provide operational support and ad-hoc application refresh support during business hours.

• Develop robust Quality controls and processes for validating Field Applications after operational refresh. Develop solutions to alert internal teams and external users on critical failures, odd trends, and other business critical observations.

• Support Application Enhancements providing technical requirement documentation support including User specifications, technical architecture diagrams, data flows and application runbooks. Participate in requirements discussions with team leads and stakeholders to understand and translate requirements into technical specifications.

• Management of end to end technical service support from intake and initial review of Service Requests/Incidents related to Field Tools in the form of User Inquiries, Issue/Bug Fix, Access Requests and other technical support, providing on time resolution and closure of all Service Requests.

• Oversee application deployment and production change migration process. Ensure proper code management, version controls and deployment checklist management, in a dynamic, agile and fast paced enhancement cycle.

• Oversee all Operations activities performed by Vendor, and establish operational best practices and standards to measure Vendor service quality and performance. Lead regular operational review meetings with the Vendor to review overall Technical operational quality and areas for further optimization.

• Coordination with internal infrastructure teams, cloud management teams for ongoing Technology Upgrades, Security patching and threat detection and testing.

• Ensure consistency between data warehouse and reporting/insights platforms

• Proactively identify and resolve potential data issues/gaps/inconsistencies between Executive Dashboard and Field Insights platform.

• Coordinate platform trainings, office hours for our stakeholders to ensure sustained engagement with our Field Tools and other Technology platforms.

• Review utilization of Field platforms, and develop strategies to drive higher engagement. Assist in onboarding new users and training them to drive adoption of the Field applications.

Education Required:

• Bachelors / Masters in Science/Engineering/Information Management or related field.

Qualifications:

• Bachelors / Masters in Science/Engineering/Information Management or related field with 8+ years of Biotech or Pharmaceutical industry with deep understanding of Commercial and Medical Affairs business applications and technology solutions.

• Looking for good team management skills both direct and matrix.

• Understanding of best practices around Technology Product Management and Technical Product Support.

• Experience working in fast paced environment servicing large number of Field users.

• Excellent written / verbal communication skills and presentation and project management skills.

• Ability to coordinate needs assessments across the commercial organization, and an ability to deliver a comprehensive solution to those needs.

• Demonstrated ability to work well within a matrixed environment, and an ability to build solid relationships / make connections across the organization.

• Exceptional analytical and problem-solving skills and solid business acumen with the ability to manage and provision large amounts of data to enable business analysis with high level of performance and trust.

• Ability to articulate complex technical problems and solutions to a wide business audience and communicate solution value.

• Must be able to identify operational weakness and implement corrective action / plan.

• Proven ability to grow and develop others

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.