Change Manager (CRM - Pharma)

CHANGE MANAGER (CRM/PHARMA )

ACCOUNTABILITIES

Overall responsible and owner of the change management process within the EMEAR CRM support model:

- Document, communicate and improve the change management process on an ongoing basis
- Ensure a consistent end-to-end change management process across the different components of the CRM platform
- Train relevant employees and vendors in the change management process
- Own change management tool
- Manage the approval and implementation of emergency changes
- Ensure completeness, classification and evaluation of changes
- Monitor change progress
- Communicate with change submitters and other relevant stakeholders
- Coordinate with the IT implementation partners, the Capability Leads (Veeva CRM, BI MicroStrategy, Territory Alignment OpServ and Data Integration Layer) and the IT Validation Lead for GxP changes
- Prepare and chair the Change Evaluation Forum and Change Control Board
- Prepare and facilitate change management discussions in the CoE meetings
- Liaise with the release manager and IT implementation vendors for change implementation
- Liaise with problem manager to ensure all problems are linked to a change
- Prepare review of changes and ensure closure changes
- Escalate to senior management if required
- Monitor the change management process proactively, measure change management SLA KPIs on a regular basis and produce management reports
- Analyze change records to determine trends

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS

- Bachelor or Master's degree in IT/Computer Science or equivalent number of years of experience
- + 5 years' documented experience in IT Service Management/Change Management in IT Service Delivery organization
- Knowledge of other IT Service Management processes (like incident, problem, service and release management) as well as project management
- Knowledge of standard IT Service Management tools such as ServiceNow, Remedy or JIRA
- Advanced knowledge of IT Service Management frameworks such as ITIL v3, TQM or ISO 9000:2000 (certification not required, but a plus)
- Strong drive and stakeholder management skills
- Excellent analytical and reporting skills
- Excellent communication skills - both written and verbal - and ability to clearly articulate messages to a variety of audiences
- Strong vendor management skills, including offshore vendors
- Ability to manage multiple high priority efforts/competing priorities and flexibility to adjust to changing requirements, schedules and priorities
- Business oriented and a natural team player
- Proven experience working with offshore teams, preferably in India
- Fluent in English, both verbal and written
- Knowledge of Veeva CRM and BI MicroStrategy a plus
- Knowledge of CRM in the pharmaceutical industry a plus
- Knowledge of the pharmaceutical value chain, especially sales and marketing, a plus
- A plus: ITIL V3 Foundation Level Certification