Operations Manager, Communication & Collaboration

PURPOSE OF THE FUNCTION

The C&C
Sr. SME is responsible for the daily operations related to the BIS Information Systems used by company that enable communication and collaboration (C&C).

• Day to Day Operation – including handling of IT problems, failures, issues, … of Systems in the Collaboration and Communication space
• Works closely with BIS Communication and Collaboration leads and any BIS members (including ad-hoc consultants)
• Execute support and services to maintain a qualitative service
• Contribute, advice, execute and deliver on projects on agreed solutions with Business requestors but always in line with company strategy (BIS C&C strategy or Business strategies)
• Ensure that application technologies are up to standard and managed properly by either internal BIS team when technology is in-house managed or by third party vendors when technology is outsourced or hosted

• This position reports to the Global Collaboration Lead (BIS)

Main duties involve:

• • Ensure that the collaboration and communication requests/ Projects/ changes/Incidents/ needs of all user community are addressed and aligned with the global Collaboration and Communications solutions in place and in use;
  • Execute Migration of TEAMS and SharePoint plan or ad-hoc migration based on request/issues;
• Assisting any upgrade or version issue of supported applications
• Assist, advice and support the BIS C&C Leads in implementation of all requests/changes/projects related to Collaboration and Communications solution suite;
• Report all new requests and un-met needs to the Communication and Collaboration leads for alignment and solutioning (co-creation)

• Be on top of new or existing C&C solutions in the market and suggest technical innovations in the Communication and Collaboration field to improve and enhance Communication and Collaboration practices;
• Coordinate directly with all the user community for day-to-day operations. This includes user trainings if required;
• Coordinate directly with all the Communication and Collaboration partners for day-to-day follow-up and operations;
• Monitor the services delivered in pro-active way and take any preventive or correctives actions required (always in alignment with BIS C&C leads);
• Act as 2nd or 3rd line support for issues related to communication and collaboration platforms.
• Translate and implement Business policies into C&C solution (i.e: recording management, …)

• Ensure consistent level of services in all company locations for all communication and collaboration related topics;

• Ensure that trainings, guidance, policies, procedures and security rules are in use and in place for Collaboration and Communications solutions (Solution Hub daily maintenance/user adoption/…);

• Technical Experience in Information technology systems supporting Collaboration and Communication. Specifically, M365 Productivity Tools (TEAMS, SharePoint, One Drive, Planner, One Note, Power BI, Power Automate, etc.), Sharegate, Zoom, Everbridge, Smartsheet, Service Now, Monday,….
• Very good Functional and technical knowledge of the Office 365 suite
• Project Management & Business Analyst skills a must
• Expertise in IT management and ITIL processes (Incident Management, Change Management, Preventative maintenance)
• Knowledge of Pharma/Biotech industry
• Excellent team player
• Customer oriented, solution driven and focused on execution, highly organized
• Good in verbal and written communication. Ability to adapt style and message to different audience, Commercial Business, Management, and IT technical.

• Bachelor or Master’s degree in Computer science or engineering degree
• At least 4+ years of experience in IT, IT Information Management, …
• At least 3+ years of Expert level Microsoft 365 productivity Tool knowledge
• Experience of the Biotechnologies/Pharma sector
• Experience in working within an international context including working with external vendors across the globe
• Experience in IT services and support (customer care oriented, Problem solving oriented)
• Audit and compliance experience in the Pharmaceutical or Healthcare industry or eager to learn