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Managed Services Team Lead

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  • Cambridge, MA

Status Regular Job ID JR-009367 Recruiting Region Americas

Title: Managed Service (MS) Team Lead for Application Support

Location: Cambridge, MA

Role: Fulltime

Job Description 

The MS Team Lead is responsible for leading a team with professional level management, that provides support and maintenance of application(s) at a client’s facility. 

As a team lead, the candidate will work with internal business, quality, training and IT partner groups, business users and external vendors in the definition of the Scope of Work, business requirements and prioritization.

Job Summary

Experience leading teams responsible for systems used in a structured, regulated environment at a client’s site
Lead weekly IT Governance meetings with client’s IT management to mature and improve the service over time
Prepare and submit monthly Service Report(s) to client’s IT management
Prepare presentations for senior management, and effectively communicate will all levels of the organization to ensure client needs are identified and met

Education and Experience
•    Bachelor’s degree in Computer Science or related field with a minimum of 5-7 years of relevant IT software support and professional scientific lab experience.
•    Strong commitment to customer service, teamwork, collaboration, adaptability, and taking initiative
•    Possess a high level of professionalism, including excellent listening skills, superior analytical skills, and excellent verbal and written communication skills
•    Understanding of application software
•    Desired: experience with pharmaceutical manufacturing environment software such as those electronic batch recording and manufacturing execution.
•    Detail-oriented working style, including strict adherence to Standard Operating Procedures (SOP’s), and company policy and procedure
•    Drive for achievement, and demonstration of excellent problem-solving skills to provide effective resolutions
•    Effective leader of both onsite and remote team members
•    Excellent planning, organization, and prioritization skillsets

Client Aligned
•    Develop and improve Support processes and procedures as defined by the client as well as PerkinElmer best practices 
•    Manage all aspects of IT Support including coordination of support with client’s IT, partner stakeholders, and external vendors
•    Prepare work plans, timelines and executive summary reporting
•    Manage an efficient and effective governance implementation ensuring all parties are informed at all levels
•    Ensure awareness of application environment status with business areas and IT teams through analysis, documentation, and review of existing processes, procedures and systems
•    Create and maintain standards, procedures and documentation related to the area of responsibility as defined by the client SOW
•    Participate in the definition of testing/development environments designed for testing and evaluation of new technologies
•    Ensure all system testing and maintenance (new implementations, routine patching, daily monitoring, etc) is performed successfully and communications are managed accordingly
•    Execute Change Management initiatives within the parameters defined by the client
•    Identify opportunities for improvement within the organization that align with client’s goals and/or changes in the environment

Team Leadership
•    Regular team engagement to review existing and upcoming work responsibilities to ensure all work is assigned, active and on track
•    Develop and train team members
•    Effectively manage, prioritize and delegate initiatives to provide a balanced work environment for the team as well as facilitate team development
•    Build and maintain a professional working relationship with business stakeholders, IT, other cross-functional teams, and management
•    Ensure team members follow and improve documented processes, procedures, policies, and best practices
•    Ensure the team is always up to date with all trainings
•    Ensure the team is complying with all GxP practices


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PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.

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