Job Description

This position is for Calyx, formerly Parexel Informatics. With 250 new drug approvals in its history, Calyx has supported over 25,000 trials involving more than fourteen million patients. Through its transition, the company will continue its focus on providing innovative technology solutions and services to speed the discovery of new treatments.

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.

Job Purpose:
To oversee be actively involved in Parexel's incident management process and ensure that system and service downtime is minimized by monitoring systems and alerts, assessing situations, making interventions plus directing and facilitating resolutions. Act as Major / Incident Manager when required.

Key Accountabilities:

Ensures delivery of RTSM Services and / or products to clients, within expected timelines and budget, with quality; including resource planning and management

Is primary client contact for the study and manages the client relationship

May support pre-sales process

Manages the project timeline regularly, sharing this information with internal stakeholders and the client as appropriate

Communicates regularly with internal and external team members regarding study status and provides timely notification to all appropriate parties with deviations from timelines and/or deliverables

Actively identifies, manages, and mitigates any project risks, ensuring appropriate input from all stakeholders, maintaining accurate documentation, and communicating to internal and external parties as appropriate

Identifies inefficiencies with current processes and recommends improvements

Manage client expectations effectively

Utilizes delegation and negotiation skills regarding project tasks, to obtain maximum productivity and team involvement

Facilitates training for clients as required

Attends face to face client meetings and investigator meetings as necessary (may require travel)

Responsible for successful completion of project deliverables including, but not limited to client signatures and user documentation

Ensure compliance with SOPSs and other relevant regulatory body directives

Responsible for resolving study issues in a timely, proactive and effective manner

May assist with department strategies and goals, improving processes and procedures

Own and drive project financial management, to include ensure project profitability, contract and invoice progression and change request management

Skills:

Maintain a positive, results oriented work environment, building partnerships and modeling teamwork, communicating to the team in an open, balanced and objective manner

Excellent interpersonal, verbal and written communication skills

A flexible attitude with respect to work assignments and new learning

Critical thinking to evaluate information gathered from multiple sources, reconcile conflicts, and decompose high-level information into details

Affinity for logical thinking as would be applied in a software environment

Ability to use technical systems

Client focused approach to work, meeting and exceeding client expectations

Acts as a resource for colleagues and staff members when necessary

Problem resolution skills; ability to analyze and solve a range of simple and complex problems

Demonstrates knowledge of the organization, processes, and clients

Works independently; may receive a moderate level of guidance and direction

Qualifications

Knowledge and Experience:

Good knowledge of services supported and applications provided byParexel plus a good understanding of the business requirements

Good understanding and awareness of IT terminology

Good understand of priority/severity levels and have worked to meet and exceed Service Level Agreements

Proven track record of collaborative working across service lines and cross delivery units

3+ years in Service Delivery

Previous experience in a helpdesk / IT support role

Customer facing experience in meetings during real-time incident management (desired)

Good knowledge of IT platforms and applications (desired)

Education:

An understanding of ITIL V3 Foundation (desired)

Educated to degree level preferably in Computer Science or Computer Information Systems (desired)

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 now to start 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.