Delivery Owner

hace 7 días

Barcelona, España Elsevier A tiempo completo

Client Service Delivery Analyst II

Would you like to provide first-class guidance and support to the customer?

Are you a champion for continuous improvement?

About our Team

Elsevier is the world's leading provider of scientific, technical and medical information, tools and resources. A global company, Elsevier partners with scientists, researchers, healthcare providers, educators and decision-makers in academic institutions, governments and corporations.

About the Role

The Delivery Owner specializes in delivering Global Pharma products and serving customers. They ensure that the delivered product is of high quality and delivered on schedule.

**Responsibilities**:
Delivery process management
- Owns the process post pre-delivery approvals to the product delivery to the customer
- Has a good overview of Global Pharma Products and understand what ""delivery"" entails for those products
- Typically a specialist for two to three products however able to support other product delivery as needed when needed by following the required process
- Does a sanity check prior starting delivery work to ensure all approvals are in place and pushes back as needed
- Depending on the product handled liaises with other internal groups i.e. printers, publishers, journals managers etc. for delivery of the product
- Ensures Proof of Delivery is properly documented and works closely with Post Delivery owner to ensure appropriate information is shared for invoicing the customer

Delivery control
- Tracks and measures the ""true"" delivery time for products and ensures high predictability in revenue forecasting of products
- Tracks with appropriate tools the delivery metrics for their products

Drives continuous improvements
- Continuously strives to recommend improvements (process, people, technology) in our delivery of products
- Consistently reviewing to leverage the wider Elsevier ecosystem to find the right home for activities and existing dashboards for article tracking, issue tracking etc.
- Works closely with Product Delivery Lead to keep them up to date on status, workload, timelines related to the products

Stakeholder and project management
- Keeps the Product Delivery Lead up to date on progress on current deliverables and escalates pro-actively if any delivery timelines are not being met
- Organized in terms of their work and follows relevant processes to ensure deliverables are of high quality and all appropriate documentation is in place
- On a need and product basis, may need to interact with a number of stakeholders i.e. publishers, Journal Managers, Editors, Compliance team for clarity on deliverables
- Liaises very closely with the pre-delivery owners to ensure all appropriate approvals are in place prior to picking up the deliverables
- Liaises very closely with the post-delivery owners to resolve any customer queries related to billing
- Ability to be calm, accurate and adheres to processes in particular when managing high volumes transactions over month-end and year-end
- Works in close collaboration with other Delivery owners to spread the load and manage when volumes are higher

Delivery process documentation
- Contributes to defining the delivery process for both current and new products including ensuring editorial decisions are made before product is considered ready for delivery
- Ensures documentation is available in a central repository e.g. Internal Knowledge Base and can be shared and updated as appropriate

Behaviours

Displays High Integrity and Honesty
- Willingly speaks up and asks tough questions on ethical issues.
- Seeks out all sides of an argument or issue.
- Challenges those who act against the core values.
- Stands up for his/her own opinion but is able to take onboard other opinions.
- Works for the common good of the team or organisation without letting go of personal values or ethics.

Technical and Professional Expertise
- Applies a depth of knowledge and understanding to own work and relates to overall business context.
- Applies a breadth of knowledge across multiple functions and projects on behalf of the team.
- Actively champions the team’s technical knowledge within the organisation.
- Sought out due to indepth knowledge and experience.

Champions Change
- Understands and applies change management methodology to change initiatives.
- Looks for ways to improve own work processes.
- Plans ahead to prepare for changes that may affect the business or team.
- Maintains a positive outlook in the face of a changing environment.
- Is able to clarify how changes affect individual, team and wider division.
- Actively seeks out ways to continually improve team activities.

Drives for results
- Does everything possible to achieve goals.
- Regularly measures and evaluates progress.
- Accepts responsibility for the resultsbased outcomes of group.
- Holds others accountable and encourages others to take accountability for achieving results.
- Shares credit and recognition with others for

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