- Contract Type
- Full Time
Calyx about us: Through innovative eClinical solutions and services, Calyx turns the uncertain into the reliable, helping bring new medical treatments to market faster. With deep expertise in clinical development and more than 25 years of supporting trial sponsors and clinical research organizations (CROs), Calyx harnesses that intelligence and activates its potential to solve complex problems, deliver fast insights, and get new drugs to market every day. Job Purpose: You will be responsible for the lifecycle of a portfolio of software product solutions that have either been developed internally or provided by vendors and partners. These may be made available for deployment to external customers or internal business applications. Understanding the solution components, their integrations and the associated service design is key to your role being a success as you assume responsibility and leadership for the reliability and lifecycle of the released software products. Key Accountabilities: Configuration management - Applies tools, techniques and processes to administer, track, log, report on and correct configuration items, components and changes. Service acceptance - Engage with project management to confirm that products developed meet the service acceptance criteria and are to the required standard. Measurement - Supports projects, functions or teams in the development of project and/or operational methods for measurement. Specifies base and derived measures which support agreed information needs. Customer service support - Monitors customer service or service desk functions and collects performance data. Assists with the specification, development, research and evaluation of services standards. Relationship management - Implements stakeholder engagement/communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Supplier management - Collects supplier performance data and investigates problems. Monitors and reports on supplier performance, customer satisfaction, and market intelligence. Portfolio management - Ensures that programme/project leads and/or service owners adhere to the agreed portfolio management approach and timetable and that they provide the appropriate information to agreed targets of timelines and accuracy. Change implementation & planning management - Creates the business readiness plan, taking into consideration IT deployment, data migration, capability deployment (training and engagement activities) and any business activities required to integrate new digital processes or jobs into the "business as usual" environment. Service level management - Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the customer negotiates service level requirements and agrees service levels. Release & deployment - Leads the assessment, analysis, planning and design of release packages, including assessment of risk. Liaises with business and IT partners on release scheduling and communication of progress. System software - Evaluates new system software, reviews system software updates and identifies those that merit action. Ensures that system software is tailored to facilitate the achievement of service objectives. Application support - Drafts and maintains procedures and documentation for applications support. - Manages application enhancements to improve business performance. Advises on application security, licensing, upgrades, backups, and disaster recovery needs. Skills: Excellent interpersonal, verbal and written communication skills; with ability to present at all levels Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail Shows initiative and self-confidence, is adaptable and is able to cope with changing and evolving priorities Strong stakeholder management, relationship building and influencing skills are essential Awareness of the value and perception of your activities on your peers and wider team Knowledge and Experience: Demonstrable Applications Management experience or relevant Service Delivery Management experience in a managed service environment Broad knowledge of IT product development, software development and IT service delivery Experience of managing application solutions hosted both on traditional infrastructure and in the cloud Experience of the capability, responsibility and consumption models of cloud services, ideally Microsoft Azure Certification (e.g.?SAFe)?desirable? - Experience in agile delivery. Certification (e.g. scrum) desirable Project Management qualification - ITIL Version 3 or 4 Education: Bachelor's degree in Technical Communications, or related industry training and experience Location: Our modern state of the art office is based in Nottingham city centre, we have a great working environment and the feel of an innovative technology company.