Biogen

Manager, Service Management, Global Business Services (GBS)

Warsaw, Poland

Full-Time

Service Infrastructure is the foundation that underpins the successful operation and management of a world class Global Business Services organization. The Manager for Service Infrastructure acts as a steward for all elements of Service Infrastructure, such as Performance Management, Incident Management, and Governance.

The Manager for Service Management also fosters team professional development through mentoring and coaching resources within Shared Services on Shared Service methodologies. This role drives the group’s strategic plan for our Service Infrastructure design/operation and plays a key role in GBS strategy setting.

This position reports to the Director, GBS Service Management.

Role Accountabilities:

1. Business Partnership

Work with businesses and other shared service leaders to proactively identify, prioritize, facilitate and lead Service infrastructure improvement initiatives
Act as a coordination point for the Global Process Owners and other functional owners for all aspects of Service Infrastructure
Continuous Improvement
Make continuous improvement recommendations related to Service Infrastructure and present conclusions to businesses, functions and management by leveraging leading practices, monitoring performance metrics, and benchmarking performance across Global Business Services
Analyze problems: Quantify project findings and synthesize results
Make recommendations: Document and present project conclusions to businesses, functions and senior management
Implement: Facilitate the successful implementation of Service Infrastructure recommendations
Indirect management of the budget for one or more Service Infrastructure projects/programs
Participate in the prioritization and reporting of the Service Infrastructure portfolio

2. Manage the 'run' for Service Infrastructure

Ensure standardization of Service Infrastructure components across GBS Service Lines to drive economies of scale
Act as steward for all Service Infrastructure frameworks and design materials, ensuring completeness and timeliness
Manage regular communications and training to the shared services delivery team

3. Leadership

Ability to manage and inspire a cross-functional global team
Motivate, mentor and teach others the principles and tools of Service Infrastructure with the ability to share examples across end-to-end processes, offer alternatives, and provide constructive feedback to create a culture of continuous improvement throughout Biogen
Foster a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives.
Demonstrate proficiency effectively presenting complex topics in an easy-to-understand manner and facilitating meetings with Directors, Vice Presidents, and Business owners
Monitor and ensure compliance with company policies and procedures
The position requires strong collaborative, communication and change management skills and global awareness and sensitive to multiple cultures

Skills / Expertise:

The Manager, Service Management, Global Business Services should possess the following characteristics:
Strong leadership skills and ability to motivate global teams working under tight timelines/budgets
Executive presence and influence skills – ability to develop strong, compelling value propositions and influence executive levels stakeholders
Superior problem-solving skills, leadership qualities, influencing, communication and consulting skills, team/interpersonal skills
Project / Program Management Experience with formal qualifications and advantage, i.e. PMP, Prince 2, APM etc.
Functional knowledge of key business processes (procure to pay, record to report, hire to retire, order to cash,)
PC literacy: ability to quickly learn and productively use new software applications
IT technical skills: must understand the underlying technical aspects of implementation large scale technology programs which support global process improvements
Technical skills: Full life-cycle Business process improvement methodology, i.e. lean Six Sigma

Background / Experience / Qualifications:

The ideal candidate will have the following experience:

Master’s degree required
8+ years of progressive Shared Services/Global Business Services experience
Life sciences/bio pharma and/or prior GBS work experience strongly preferred
International experience – Self-awareness of communication styles and cultural differences
Consultative style – Ability to formulate and articulate a perspective and present it in a way to create understanding and alignment on issues (from strategy to tactics)
Shared Services experience: Service management, operational metrics and scorecards, and experience within a progressive global shared service operating model (preferred)
Lean Experience: Preferably exposure or involvement in Kaizen facilitation and execution process mapping, and ability to identify, prioritize, and implement continuous improvement ideas and initiatives. Lean Green or Black Belt is an asset.
PC literacy: Interested and ability to quickly learn and productively use new software applications.
Language: Fluent in English. An additional language is an asset.
Travel: Occasional, limited travel to other Biogen sites may be required.