Senior Manager Service Delivery – Modern Workforce Services (Home Based EMEA)

at  Fortrea

As a leading global contract research organization (CRO) with a passion for scientific rigor and decades of clinical development experience, Fortrea provides pharmaceutical, biotechnology, and medical device customers a wide range of clinical development, patient access and technology solutions across more than 20 therapeutic areas. With over 19,000 staff conducting operations in more than 90 countries, Fortrea is transforming drug and device development for partners and patients across the globe.
Our mission is to offer innovative solutions in the Modern Workplace domain and support our clients in their digital transformation journey. Therefore, as the Senior Manager of Service Delivery – Modern Workforce Services you will lead the Service Delivery team and direct the service provider to ensure seamless operations is achievable via the Service Platform and drive continuous improvement, enhance collaboration services, optimize workflows, and contribute to the digital transformation journey. Included within this Service Delivery area, you will lead and guide the Global Service Desk and the 2nd and 3rd level support for all end user devices and appropriate setup.

Summary of Responsibilities:

• Lead the Service Delivery team in the Modern Workforce Services domain to ensure smooth operations and high customer satisfaction.
• Lead the Service Operations Platform team to provide an accurate and reliable single source of truth for the day-to-day Service Operations in all areas.
• Lead the Service Integrations for Business Units outside of ITSM and IT Core Functions, such HR, Finance, Facilities and others.
• Develop and implement Service Delivery strategies to continuously improve performance and efficiency.
• Responsible for providing the platform to enable the Service Teams to measure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) .
• Identify opportunities to optimize workflows and introduce innovative technologies in the Modern Workforce Services.
• Conduct regular training and coaching sessions for the Service Delivery team to enhance their skills and knowledge.
• Monitor and evaluate service quality, implementing improvement measures as needed.

Minimum Qualifications Include:

• Higher education in Computer Sciences or equivalent experience.
• 10 years+ of experience in user IT support areas, driven by Service Platforms and related to end user equipment implementation, maintenance and support.
• 7-10 years’ experience in end user Service Delivery and Engagement, preferably in an international environment
• In-depth knowledge of current Modern Workforce technologies, including M365, Cloud Computing, Digitalization.
• Proven track of knowledge in maintaining a Service Operations Platform (ServiceNow).
• 2-3 years’ experience in leading Service Delivery team in globally distributed user environment.
• Leadership experience with the ability to develop a team and provide a platform for self-motivation, even when the teams are mixed between internal and external resources.
• Strong problem-solving skills and the ability to work effectively under pressure.
• Certifications around ITIL and ServiceNow (CSA) preferred.
• Microsoft Certifications in the Workplace area are an asset

Preferred Qualifications Include:

• Strong problem-solving skills.
• Effective teamwork.
• Adaptability to change.
• Ability to communicate complex technical concepts to non-technical stakeholders.

Additional Skills:

• Fluent in English, other additional languages would be an asset.
• Experience in a CRO environment preferred.

Fortrea is actively seeking motivated problem-solvers and creative thinkers who share our passion for overcoming barriers in clinical trials. Our unwavering commitment is to revolutionize the development process, ensuring the swift delivery of life-changing ideas and therapies to patients in need. Join our exceptional team and embrace a collaborative workspace where personal growth is nurtured, enabling you to make a meaningful global impact. For more information about Fortrea, visit www.fortrea.com.
Fortrea is proud to be an Equal Opportunity Employer:
As an EOE/AA employer, Fortrea strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. We encourage all to apply.
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• Lead the Service Delivery team in the Modern Workforce Services domain to ensure smooth operations and high customer satisfaction.
• Lead the Service Operations Platform team to provide an accurate and reliable single source of truth for the day-to-day Service Operations in all areas.
• Lead the Service Integrations for Business Units outside of ITSM and IT Core Functions, such HR, Finance, Facilities and others.
• Develop and implement Service Delivery strategies to continuously improve performance and efficiency.
• Responsible for providing the platform to enable the Service Teams to measure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) .
• Identify opportunities to optimize workflows and introduce innovative technologies in the Modern Workforce Services.
• Conduct regular training and coaching sessions for the Service Delivery team to enhance their skills and knowledge.
• Monitor and evaluate service quality, implementing improvement measures as needed