About us
Based in Parma, Italy, Chiesi is an international research-focused pharmaceutical and healthcare group with over 90 years’ experience, operating in 31 countries with more than 7,000 employees (Chiesi Group). To achieve its mission of improving people’s quality of life by acting responsibly towards society and the environment, the Group researches, develops and markets innovative drugs in its main therapeutic areas: Discover more here
We are proud to to have been awarded with B Corp Certification, a recognition of high social and environmental standards. We are a reliable company that adopts and promotes a transparent and ethical behavior at all levels.
We believe that the success of Chiesi is built and shaped by our people and our strong set of shared Values and Behaviors. Our people make a critical difference to our success, which is why it is vital that we attract and retain the right talent who will continue to enrich our culture by living and breathing our values and behaviors.
We are committed to embrace diversity, inclusion and equal opportunities. In fact, we are a global family made up of different cultures, different genders, generations, ethnicities, abilities, sexual identities and many other enriching diversities.
Chiesi Corporate Functions
These are the functions supporting the business:
- Global HR
- Global Finance, Procurement & IT
- Group Legal & Corporate Affairs
- Global Communication & External Relations
- Transformation
- Global Strategy, Sustainability and Growth (SSG)
Who we are looking for
Purpose
Under the supervision of the Customer Facing Area, the resource will be able to receive training and provide support in the management of internal and external application support services in collaboration with the team, taking care of the activities and monitoring of the performance of the support services in relation to the overall business needs.
Main Responsibilities
General responsibilities:
- Govern and control the delivery process and corresponding deliverables of ICT solutions according to the company s policies and guidelines.
- Propose the actions to be performed regarding the ICT solutions under direct responsibilities, in alignment with the company s business needs and infrastructure, technology, governance policies, and guidelines.
- Analyze and monitor technological evolution to ensure the best possible innovation and economic sustainability of the solutions under direct responsibilities.
- Evaluate the opportunities of outsourcing solutions and integrations with on-premises solutions, from the point of view of services and economics in line with the company s sourcing strategy.
- Cooperate with all other company s ICT groups to define solutions able to support business applications, in compliance with the company s policies and standards.
Specific responsibilities:
- Manage, coordinate, and check the service provider SLA (service-level agreement), and OLA (operational-level agreement).
- Assume full ownership and responsibility of all allocated support tickets ensuring they are dealt with promptly and professionally and satisfactorily concluded.
- Ensure strict adherence to SLAs when dealing with customer tickets/calls.
- Act as a single point of contact between the service provider and the internal key stakeholders, to monitor and control the overall Chiesi s service status, anticipating issues, and preventing similar occurrences in other countries.
- Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is delivered to internal customer.
- Work with other technical staff to ensure connectivity, integration, and compatibility between systems.
- Work with vendors/partners/users to resolve complex problems providing end-to-end support.
- Assure the documentation is available for resolving system problems, problem resolution, and knowledge base content, in accord with the service provider.
- Organize technical training to customers if needed.
- Manage, coordinate, and check the standard changes (business Admin and configuration) requested by the service provider.
- Operate directly on the system for activities that cannot be delegated to external services (delegation assignment procedures, changes to critical data tables, massive changes)
Experience Required
5- 6 years of experience in SAP Service manager or equivalent role.
Education
Degree in Information Systems/Computer Science/TelCo Engineering or other Technology degree or equivalent study preferred.
Languages
Italian, good knowledge of English spoken and written (Level B1)
Technical Skills
- Knowledge of best practices of IT Service Delivery (ITIL, ISO, etc.)
- Knowledge of various models (processes, roles, tools, escalation levels) of Service Desk operation; of the processes and procedures of Incident Management, Service Request Management, Problem Management.
- Ability to take care of a request, categorize it, and prioritize it by following the provisions of the trouble ticketing process, SLA respect, SAP processes and systems knowledge (S/4, ATTP, IBP...) specific technical knowledge for production and warehouse modules, and operations management (configure, update, and monitor).
- Knowledge of the Best Practices and vertical solutions of the pharmaceutical industry
Soft Skills
- Mental flexibility and proactivity in the management of one's activities
- Good verbal and written communication skills
- Positivity and optimism
- Ability to project over the medium and long term
- Aptitude for data analytics
- Willingness to manage any moments of pressure
- Team working in a multicultural contest
Location
The position is based in our HQ in Parma. Hybrid working arrangement can be foreseen combining remote working and presence in the office
What we offer
You would join a dynamic, fast-growing, challenging and friendly environment.
In Chiesi we firmly believe that our people are our most valuable asset, that is why we invest in continuous training, learning and development. Therefore, we strive to continuously promote and satisfy development needs, paying particular attention to the quality of our working environment and to collective well-being.
We want our people to come to work happy every day, and we know how important it is to find the right work-life balance in order to be able to give our best. That is why we offer flexible working approach, remote working, support in the relocation process, tax assistance service for foreign colleagues and many other people-care services.
