Market Lead, Frontline Operations at GlaxoSmithKline (GSK)

GlaxoSmithKline (GSK), one of the world’s leading research based pharmaceutical and healthcare companies, is committed to improving the quality of human life by enabling people to do more, feel better and live longer. GSK employs over 97,000 employees in over 100 countries worldwide.

GlaxoSmithKline Consumer Nigeria Plc is one of Africa’s largest consumer healthcare companies, producing leading brands such as Lucozade, Ribena and Panadol.

We are recruiting to fill the position below:

Job Title: Market Lead, Frontline Operations

Requisition ID: WD202862
Location: Lagos
Position: Full time
Functional area: IT

Job Purpose and Key Responsibilities

Manage 2nd Level Help Desk & Infrastructure Support for all GSK Shared Services across the Market
Ensure any “walk-up” support requests are logged into the Remedy System and a ticket generated
Meet required Remedy Ticket SLA’s
Provide End-To-End lifecycle support of GSK SOE PC / Mobile Hardware
Provide on-site Infrastructure “Physical Intervention” support for Core EIS teams & 3rd Party Suppliers
As requested and agreed, participate in Projects/Pilots for shared service sites as a team member for the delivery of Tech Operations services
Support delivery of Global GSK programs
Be aligned with GSK values and expectations

Key Deliverables: Commodity Services
Market Leads :

Manage team resources and prioritise workloads where applicable
Manage vendor resources where applicable (may incl. contract mgmt.)
Attend & participate in Service Review Meetings
Manage and Control the cluster Tech Ops OPEX & CAPEX spend to meet budget targets. Escalate any budget issues/concerns
Develop and maintain close working relationship with the Key Stakeholders that deliver effective & integrated service response.
Represent Frontline Operations within the Cluster and communicate Frontline operations Strategies to Key Stakeholders
In collaboration with Procurement manage 3rd Party Vendors and contract re-negotiations
Drive continuous Service Improvements and ideas on cost savings
Provide primary Frontline Operations Point of Contact in the event of a Crisis being delared ina cluster
Provide resources for M&A support
To provide the business areas proactive and reactive user support and basic user training for new user on boarding.
Coordinate all Data Gathering requirements for Core EIS groups

Project Management:

Assist Central Frontline Operations is developing Infrastructure Tech Refresh Plans
Maintain region Project Portfolio Dashboard
Report status of Projects at Regional PRB
Escalate Project Delivery issues to Core Tech or Frontline Operation’s Service Owners
Prioritise project delivery resources in alignment with BUIT & Core EIS requirements
Ensure all projects are entered into PPM and follow all Stage Gate approvals approach
Ensure clear communications to all Key Stakeholders during project delivery is maintained

2nd Level Desk Side Support:

Manage & Maintain Remedy Ticket Queue to ensure accurate recording of support request s received and resolution activities taken
Manage Remedy Ticket Queue to ensure ticket SLA’s are met
Ensure all “walk-up” requests for support are entered into Remedy System to create a ticket
Communicate to users the progress of a ticket from receipt to closure
Build, Deploy & Support GSK Standard SOE PC Hardware
Diagnose HW & SW problems, organize replacement of defective PC components
Support Standard Collaboration Tools ( Outlook, OCS & LM)
Remote Access assistance (Junos Pulse, Soft & Hard Tokens Testing)
Requisition tapes, cables and general computer supplies as and when needed
Respond to critical Out of Hours Support requests
Provide Printer Support and where required in coordination with any 3rd Party Vendors
Provide Executive Support for those countries where the service has been implemented & for people who qualify for the service
Provide local VTC/Meetings support
Manage IT Admin activities (Raising PO’s, SW&HW License Management & X-Charging)

PC Life Cycle Hardware Support:

Manage the Purchase of PC’s, Coordinate the Build & Deployment of PC’s and asset disposal of PC equipment
Manage Storage of spare PC equipment
Manage the physical inventory of PC equipment

Communications Support (Incidents / Planned Changes):

As directed by Central Groups or BSC’s , provide Outage Notifications to impacted users and provide regular updates as needed for incidents and planned outages
As directed be a Primary Point of Contact and provide Communication to end users on impacting Central Initiatives
Escalate in a timely manner to direct report any issues, concerns or incidents in regards to the supply of EIS Support Services that is impacting business productivity

Telephony Support:

Provide IP Telephony Support.
Manage & Liaise with Vendors as required in executing support services in alignment with support contracts
Provide Mobile Phone Support (Purchase, Storage & Break/Fix)

Data Centre Management Support:

Manage Computer Room Environments (UPS/Air Conditioning/Monitoring Controls)
Manage Access Controls to Computer rooms to meet audit requirements
Manage General Cleaning & Maintenance of Computer Rooms

Infrastructure Support:

Co-ordinate the raising and monitoring of calls to 3rd Party Vendors for onsite repairs & maintenance of equipment/services
Manage Physical Infrastructure equipment of racking & cabling (Network & Server) in Data Centre’s and Network Cabinets around building sites
Provide Back-Up tape management support to the BSC Backup/Storage team & coordinate 3rd Party offsite tape storage
Manage the asset disposal of Infrastructure equipment to 3rd Party
Approval of Chameleon Change Requests
Provide on-site Infrastructure “Physical Intervention” support for Core EIS teams & 3rd Party Suppliers in the event of any incidents or planned infrastructure outages

BCP / ITCP:

Participate in the review of local ITCP’s to ensure alignment with BCP’s
Coordinate and participate with other required IT Teams in agreed ITCP Testing schedules
Ensure all EIS components of ITCP testing are successfully completed and any actions/issues for EIS are followed-up and resolved

IT Security & Risk Compliance:

Participate in any audit preparations representing EIS as required
Present & Explain requested documents to auditors as required, ensuring EIS central teams including EIS Q&C & BSC’s are informed of any internal/external audit enquiries
Ensure Risk Management Systems for any local EIS related infrastructure/services are updated and maintained

Service Management:

Attend any scheduled Infrastructure (Network/Server/Telephony) & Help Desk Service Review meetings
Provide VoC feedback on supplied services to the meeting

Other Types of Support:

As requested and agreed, participate in Projects/Pilots for shared service sites as a team member for the delivery of EIS services.
Track all Procurement requests for the delivery of IT Hardware & Software.
Raise and manage IT related PO’s and coordinate invoice payments through Finance systems
PAMS Management
Office re-furbishment upgrades & re-location moves
Assist in meeting budget targets and working with local Finance in following-up with queries

Key Deliverables: Value Add Services
Cluster Leads:

Support Central Frontline Operations & Service Owners in capacity planning on Infrastructure Services

Other Types of Support:

Provide remote off-site support for Sales Force / Senior Management at special events
Legacy Operation – Provide 1st Level Help Desk Support to Sales Force
Provide support for components of the iPAD Support model where needed due to lack of resources/skills
Provide Support for Conference Management (Audio Visual Setup etc.) e.g. Regional Brand Summit, HCP Meetings, Andrew and Emma board meetings.
Provide support for Power generator management / maintenance & fuelling.
Meetings Rooms setup inclusive of data show management, audio conferencing.
Live Meeting / WebEx Setup, invitation management for country level, regional level meetings. E.g. Budget cycle planning meeting, GM broadcast. (Live IT)
Setup of emails / Applications, Chat client, on mobile phones (Personal / Official)
Logistics of issuing PO of IT items, e.g. Toners, Computer Papers, IT Accessories.

2nd Level Desk Side Support:

Provide After Hours/Weekend support for scheduled VTC meetings by Senior Management
F2F User Training Sessions on Collaboration Tools
Translating of Central Team Communications for local markets in local languages
Provide Printing Shop Services
Where needed provide support for Business Applications

1st Level Desk Side Support:

First line support on site in cases where remote support by SD is not feasible

Accountability
Relationship Management:

Build strong relationships with local Tech Groups in the delivery of Frontline Operation’s services
Build strong relationships with Core Operations & Central Service Groups
Demonstrable ability to build and maintain relationships with users
Ensure Customer Service levels are met (Services SLA, agreed VOC level)

Business Knowledge:

Knowledge of global GSK Business Operations, Core Tech and all BU Tech Functions including shared services
Knowledge of GSK Infrastructure / Desktop Architecture and Standards

Communication:

Keeps stakeholders well informed of change in a timely and effective fashion.

Team Work:

Work with on-site Frontline Operations staff and/or Core Tech & Central teams on service implementation and where required on-going support
Interacts effectively across boundaries with other IT groups, demand and supply organizations, in country and above country like the Tech Centres , Network Operations, Core EIS teams etc.

Continuous Improvement:

Identifying opportunities for Frontline Operations Process & Service improvements

Technical Expertise:

Proven ability to provide effective Infrastructure solutions and to understand technology functions/issues to interpret its application for addressing business goals.

Complexity:

Capability to define and establish effective ways of working both within the team and with support partners.
Understand that the needs of validation and risk management in executing support role.
Negotiate with service providers; internal and external, (Third Parties) to ensure that services are designed to meet the competing demands of standardized solutions and local business requirements.
Communicates proactively with stakeholders and colleagues, highlighting issues and proposing solutions.

Why You?
Basic qualifications:

Demonstrable excellent technical skills and understanding of technical concepts
Good knowledge of Telecommunication Systems, Computer Network Operations and other Application software
At least 1-2 years of previous experience in direct support and management of systems, their related processes and staff:
Small Market Lead or Site Lead 2-3 years
Large Market / Multiple Bus 3-5 Years
Proficiency in English and demonstrated ability to communicate and interact effectively with employees of all levels, in the business as well in the technological area (advanced speaking skills)
Demonstrated ability of oral, written and presentation communication skills
Demonstrable good relationship management and influencing skills. Political and cultural sensitivity essential
Helpdesk Support using Call Management software
Minimum of Bachelor’s degree

Preferred qualifications: