Role Overview

This Data Management, Datawarehousing and Reporting Solutions Service Delivery Lead role is part of the Service Operations function in our global Technology Solutions organization, aiming to deliver innovative technology-based applications & services to our customers.

This team focuses on ongoing service and deliveries, post solution implementation, within the pharmaceutical industry covering the IQVIA product portfolio related to performance reporting & analytics, data management and dashboard solutions (Business Intelligence). The team is the first contact for the client for any service and delivery related aspects including change requests and solution consulting. 

The position carries the responsibility of managing client service deliverables and working in close collaboration with related delivery teams, stakeholders (internal business units and clients) as well as other functional areas like production, development and data operations.

The desired candidate should have a strong service orientation and business analysis skills, ideally combined with experience in delivering performance reporting solutions to clients as well as a solid technical background regarding data management solutions and reporting platforms (standard and customized). The role involves regular direct engagement with customers, requiring very good communication skills in English, and in Portuguese.

Responsibilities

The Application Services Lead:

Provides client focused services based on the contracted service levels and coordinates the different internal business partners to ensure high quality deliveries are provided in a timely mannerThrives in a fast-paced environment and able to match stakeholder expectations to urgently deliver exceptional resultsEnsures that the client's business need is fully understood by the service team and that the solution will meet the requirements, acting in the best mutual interests of the client and IQVIAMaintains solutions that contain multiple internal and external data sources and coordinates the necessary processes with cross-functional teamsLeads and conducts regular review and analysis of client requirements and the ongoing support during service review meetings with the clientTranslates Client requirements into specifications and the related effort estimation including presales support for the business unit teamLeverages internal relationships as part of the overall delivery plan and value proposition, to build common view of issues in need of resolution, and gain consensus for how to address issuesUses tracking mechanisms to assess progress against objectives, and is proactive in determining appropriate actions to resolve issues if necessaryDemonstrates the capacity to change by successfully adjusting to multiple business demands and shifting prioritiesCollaborate with our off-shore teams to ensure a cost-effective service for the client Is pragmatic, hands-on and able to autonomously analyze and find solutions to technical business issues raised by ClientsWill work in “Americas” timezone ( EST – PST) to serve the needs of customers in LATAM, US and Canada

Skills & Experience – Must Have

Graduate with extensive practical experience working in service management or business analyst roles – 6-8 years + of experienceExperience of the Healthcare / Pharmaceutical sector – particularly in the commercial domainExcellent service management skills (ability to work in multiple client engagements, stakeholders, juggle priorities and deliver according to pre-defined SLA’s)Good knowledge of Life Science Commercial Brazilian major market data sourcesPrior hands-on experience in business analysis and requirements definition for information management (MDM, Datawarehousing) and/or business intelligence solutionsExperience in data management, data warehousing and delivering business intelligence solutions Experience using standard data Management / data access tools (SQL queries, …)Knowledge / understanding / exposure to Datawarehousing, modern Data visualization tools (e.g. : Qlik, PowerBI, Tableau, Spotfire, Microstrategy, …)Experience to support complex enterprise architecture solutionsCollaborates pro-actively and effectively with others in and across the organization to accomplish team goals and is effective working in a matrix environment. Able to work and think independently.Outstanding verbal and written communication skills in EnglishExcellent problem-solving skills, from analysis to problem resolution / solution identificationAbility to empathise with client issues and challenges. Interacts with internal and external customers in a professional mannerReview and analysis of client requirements or challenges; support the development and costing of associated proposals that ensure profitability and high client satisfactionExperience in working in decentralized team structures including offshore

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com