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Global Digital Performance Services Team Lead
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The Global Digital Performance Services Team Lead ("DPTL") is a critical role responsible for operationalizing, delivering, and optimizing mature and/or business-critical capabilities related to online channel management (i.e., operations and optimization across SEO, SEM, web, and social media) within our company's global services delivery setup.
The DPTL is a team leader and people manager who is responsible for overseeing and optimizing all aspects of their team, including:development, growth, organization, hiring, administration, budgets, resources, processes, governance, and cross-functional relationships & collaborations.
This role is of high complexity and high visibility - it requires comfort in making decisions and guiding a team in a fast-paced, global environment with regularly-changing priorities and a high-level of ambiguity & challenges.
This role is a hybrid role that will require working from our Sant Cugat office a few days a week, as well as occasional international travel (both within and outside of the EU).
Tasks and responsibilities:
- Lead a team of individual Subject Matter (Service) Experts and Coordinators as a people manager, the DPTL will be accountable for empowering and enabling their team to deliver online channel management services at global scale and for this, the DPTL will need to manage the development, growth, organization, hiring, and administration of their team and its members.
- Continuously measure, report, and improve both quality and costs of online channel management services delivery. The DPTL will need to make sure that improvement ideas are regularly created, evaluated, and implemented to continuously improve the performance of their team's service delivery. In parallel, the DPTL will need to ensure that the quality and the costs of their team's delivery are also constantly measured and reported transparently & accurately. As such, budget, resource, and delivery model management are all critical components of this role.
- Manage the endtoend lifecycle for new and existing online channel management services, focusing on the following 5 key areas: (1) codeveloping and establishing cases for new services, (2) piloting newlyapproved services, (3) implementing and scaling newlyestablished services; (4) stabilizing and optimizing delivery of new and existing services, and (5) providing support and issue resolution for new and existing services.
- Help GCOs with piloting new technologies, new ways of working, and disruptive changes related to online channel management. The DPTL will be the priority partner to their related GCO(s) and through that partnership along with their team's and their own online channel management and service delivery expertise, the DPTL will help scope out the pilot, will ensure that all required team resources are available and prepared, and will make sure that any and all learnings from the pilot are being captured and subsequently incorporated into the later delivery and scaling of related services.
- Collaborate with IT counterparts to ensure platforms and systems meet business and global service delivery needs for online channel management. The DPTL will be accountable for describing and clarifying all business requirements needed to deliver a capability as a global service this will include conducting technical assessments to evaluate the feasibility and effectiveness of the implemented strategies, tools, platforms, and processes. The DPTL will work closely with the respective IT counterpart(s) and GCO(s) to ensure that all deployed platforms and systems for online channel management meet these requirements and to discuss the future of platforms and tools, considering industry changes & potential technological enhancements that could improve service delivery. The DPTL will be accountable for acting as the interface with IT on behalf of the business.
- As need be, transform any maturing and/or businesscritical capabilities related to online channel management into new, globallyharmonized services to be delivered at global scale. As part of this transformation, the DPTL will need to work closely with the GCO to understand the requirements of the capability and the approaches required to turn the capability into a scalable service. Part of this alignment will be the split of accountability/authority between GCO and DPTL on platform developments & the demand management process.
Requirements:
- 3 + years of team/people management & lateral leadership experience in large, globallymatrixed organizations
- 5+ years of proven success in services delivery preferably in a Big Pharma, internal shared services setup
- The global nature of this job requires being 100% fluent and comfortable in English reading, writing, speaking, and presenting. Spanish and/or German skills (as well as other languages) are also a plus
- Degree in management information systems (MIS), data engineering/data management, computer s
