Project Support Services Manager - Operations

JOB TITLE:                                                      Project Support Services Manager  

REPORTS TO TITLE:                                       Associate Director / Director / Sr Director - Support Services

BUSINESS FUNCTION/ SUB-FUNCTION:  GSS / UP - GSS – Project Support Services

LOCATION:                                                     EU based/US based/India/Remote

FLSA STATUS (exempt or non-exempt):  Exempt              

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ROLE PURPOSE

The role of the Project Support Services Manager is to oversee the day-to day line and supervisory management of Project Specialists assigned to the Project Support Services Pool.  This is done in accordance to agreed upon KPI’s, while maintaining high levels of customer and internal stakeholder satisfaction.   The Project Support Services Manager also works closely with the GPM leadership team and the Resourcing Office to plan and forecast assignments for the delivery team based upon capacity planning.

KEY ACCOUNTABILITIES

• Responsible for successful delivery of all projects within assigned delivery team, ensuring that timelines are met to the required level of quality.
• Partners closely with Global Project Management Leadership to ensure cohesive and consistent delivery and client expectations are met.
• Acts as point of escalation for delivery for resolution of issues and conflicts within the team but also cross teams.
• Provides leadership in problem solving, defining the solution through to implementation.
• Serves as the catalyst for process improvement activities and ideas generation within the Project Support Services team and interface with Global Project Management. 
• Procures new talent through the hiring process and process ensures that the team is trained and onboarded effectively to reach full productivity within three months of hire. 
• Contribute to the strategy and supports the implementation for process development. 
• Owns the updates for the resource allocation tracker ensuring maximum utilization of staff resources. 
• Creates a strong high performing team through biweekly 1:1 sessions with direct reports to drive performance and development across span of control. 
• Conducts governance meetings with various stakeholders.
• Facilitates career development opportunities through job rotation that culminates in readiness to execute project management competencies

DECISION MAKING AND INFLUENCE

1. Demonstrated ability to influence decisions and actions both with and without authority and across multiple sub departments of the organization. 
2. Adept and savvy in working with individuals with diverse cultural backgrounds and technical experience, working towards mutual benefit and collaboration.
3. Promotes a culture of agility, growth, and accountability.

KNOWLEDGE, SKILLS & ATTRIBUTES

• Bachelor’s degree in Life Sciences, Business, Technology/IT or other relevant experience
• Proven project execution track record with a strong attention to detail
• Must be able to direct activities of a team, ensuring customer satisfaction and maximizing company’s revenues.
• Must have excellent written, time management, communications, decision making, human relations, and organizational skills.
• Must communicate and deal effectively with all levels of the organization.
• Must be a team-oriented person with a “can do” attitude.
• Must have a strong problem-solving ability.
• Fluency in English (will be required to write, speak and understand English to conduct day-to-day business)

DESIRABLE:

• Experience managing others in a project-based environment is preferred, including recruitment and personnel management activities.
• Desired understanding or experience in the pharmaceutical industry and clinical trial process, including regulatory requirements.
• Should understand the software life cycle and the specification and configuration of software products.
• Experience managing others in a project-based environment is preferred, including recruitment and personnel management activities.

ROLE DIMENSIONS

Direct Reports: up to 15 Direct reports

Indirect Reports: 0

Travel:  0-10%

Budget Responsibility: No

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