Service Acceptance Manager

Nottingham, United Kingdom
07 Jan 2021
06 Feb 2021
Project Management
Full Time
Contract Type
Experience Level
Experienced (non-manager)
Job Description

Parexel Informatics is one of the industry's leading solution providers and we help customers accelerate the drug development process through innovation. Our product portfolio is built on leading-edge technology and is combined with extensive medical and clinical expertise. As the technology business unit of Parexel International Corporation, we're able to leverage our massive investment in technology with our parent company's wealth of hands-on clinical expertise.

This role is based in our new modern state of the art office in Nottingham city centre which has excellent transport links and has a great working environment and the feel of an innovative technology company.

Essential Function
The primary role of Service Acceptance Manager is to manage the implementation of new services in Service Assurance within Service Operations and coordinate changes to existing services installed in Service Assurance. This is a client-facing project management role focused on client support model implementations working collaboratively with Project/Deployment Teams and Service Operation/non-Service Operation support teams (maintenance).

The role executes Service Acceptance process and it has responsibility to support Project/Deployment Managers to deliver projects for various client accounts by providing quality management of service acceptance to Service Assurance with the goal to minimize the costs of implementation and ongoing maintenance but - at the same time - maximize customer satisfaction.

Key Accountabilities:
  • Operational
  • Responsible for the implementation of assigned service acceptance projects within expected timelines and budget.
  • Provide overall service acceptance project leadership for new awards from initiation through to the closure of acceptance into the service delivery teams.
  • Service Acceptance Project Management by creation and maintenance of Service Acceptance to Operations Plan with specific focus on internal and external communication and management of timeline, resources, costs and risks.
  • Act as the primary Service Assurance client contact and escalation point during the development of new service offerings and manage the client relationship during the service implementation phase
  • Create and maintain Service Acceptance to Operations Plan utilizing Service Assurance Service Acceptance standards and project planning tools to define tasks, timelines and resources, manage/mitigate risk and ensure key stakeholders are kept informed about progress, critical problems and expected outcomes
  • Understand Service Assurance Support Model and structure of all Service Assurance and non-Service Assurance (suppliers) support teams to effectively use catalogue of service requirements and service acceptance criteria
  • Work collaboratively with Service Assurance Management to agree project resources and define strategies to deliver a complete and seamless service to clients
  • Align Service Acceptance Criteria for every support team in scope of managed project and ensure they are covered by Service Acceptance to Operations Plan.
  • Host/attend client kick-off and project planning meetings on behalf of Service Assurance. Gather information to define and document service requirements and propose possible solutions whilst ensuring regular and applicable communication with client/sponsor and Service Assurance Management
  • Regularly review risk log, project issues and trends seeking to proactively identify potential efficiency gains and quality improvements in both support process and product design
  • Work with direct manager to provide input to RFI/RFP's relating to new or expanded services
  • Work with broader Service Assurance team, specifically Service Assurance function, to understand and promote Service Assurance Support Model for all new engagements with the Clients making sure that client and project requirements are met, and Service Assurance delivery model is not compromised
  • Qualifications

  • Exposure to technology, service delivery frameworks (ITIL, specifically Service Operation) and Project Management methodologies
  • Excellent interpersonal, verbal and written communication skills
  • Client focused approach to work
  • A flexible attitude with respect to work assignments and new learning
  • Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
  • Willingness to work in a matrix environment and to value the importance of teamwork.

  • Education:
  • BS/BA, MBA or advanced degree preferred

  • Language Skills
  • Strong English written and verbal skills required
  • Minimum Work Experience:
  • Experience in IT Service Management and Project Management would be beneficial

  • In return we will be able to offer you a structured career pathway and development within the role including awareness and understanding of the industry. Your hard work will be rewarded with a competitive salary and benefits package including 25 days holiday per year, pension scheme, life assurance, long term disability insurance, a health cash plan and other leading edge benefits that you would expect with a company of this type.

    Apply today to begin your journey!Why Work at Parexel

    There are pivotal moments in every career: Sharing new treatments. Improving processes. Delivering life-saving advances. The people who succeed are the ones who make the journey go further and faster every time. What if you had a partner to support you as you reach the next level in your professional path? A partner who believes a collaborative environment is key to achieving your goals? A partner who is dedicated to your health and wellness so you can help make a difference in the lives of millions worldwide?

    That's Parexel. We're a diverse team of professionals focused on one goal: getting treatments into the hands of those who need them most. Working together, the results we bring to our clients and the opportunities we bring to our team get better with every step.

    How can we help you on your journey? Find your path, and learn more on LinkedIn, YouTube, Facebook, Twitter, and Glassdoor.

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