Manager, Data Aggregation & Distribution L2 Support

Parexel is in the business of improving the world’s health. We do this by providing a suite of biopharmaceutical services that help clients across the globe transform scientific discoveries into new treatments. We believe in our values,
Patients First, Quality, Respect, Empowerment & Accountability.

This role will work within our innovative Data & Technology group that continues to evolve to meet business needs, fuel Parexel's growth and enable improved support for stakeholders, including customers and ultimately patients, who will benefit from Parexel's integrated processes and systems.

This role can be based in either the UK or Poland and can be fully home based and remote working anywhere in either of these locations only
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As the Manager for Data Aggregation & Distribution L2 Support you are responsible for leading a team of technical support specialists delivering LII operational support for data ingestion, engineering, and distribution functions within the Data & Technology organization.

You will oversee day-to-day support operations, acts as an escalation point for data pipeline issues, and collaborate with internal and external stakeholders to identify data services requirements and support modern cloud-based solutions. You will contribute to the standardization and continuous improvement of data support processes across Azure, Databricks, Snowflake, Denodo, and Power BI platforms within Parexel.

• Lead, manage, and develop a team of L2 data support specialists, providing clear direction, coaching, and performance oversight.
• Conduct regular performance reviews and support career development planning for all direct reports.
• Foster a collaborative, high-performance team environment aligned with Data & Technology objectives.
• Manage resource allocation and workload distribution across the

• Oversee the triage, diagnosis, and resolution of data pipeline, ingestion, and distribution issues handled by the L2 support team.
• Act as an escalation point for unresolved technical issues, coordinating with platform data teams as needed
• Monitor support queue performance and ensure timely resolution in line with agreed service levels
• Maintain and enforce support procedures, runbooks, and escalation protocols for the team.

• Collaborate with internal stakeholders including platform data teams, data engineering, analytics, and business functions to identify data services requirements and resolve recurring issues.
• Engage with vendors to support data delivery needs and manage expectations around service performance.
• Provide regular status reporting on team activities, system performance, issue trends, and service quality metrics.
• Participate in cross-functional meetings to represent 2 support and contribute to data platform planning discussions.

• Identify opportunities to improve data support operations, pipeline reliability, and team efficiency.
• Contribute to the development and maintenance of standard operating procedures and support documentation.
• Ensure team adherence to IT procedures, quality standards, and data governance requirements.
• Evaluate and recommend tooling or process improvements to enhance support capability across Azure, Databricks, Snowflake, Denodo, and Power BI environments.

• Bachelor's degree in Computer Science, Information Systems, Data Engineering, or a related technical field (or equivalent work experience)
• Relevant cloud platform certifications (e.g., Microsoft Azure Data Engineer, Databricks Certified Associate) are an advantage
• ITIL Foundation certification or equivalent service management qualification is beneficial

• Experience with cloud…