Head of Global Services, Omnichannel Execution

hace 3 días

Sant Cugat del Vallès Barcelona provincia, España Boehringer Ingelheim España, S.A. A tiempo completo

The Head of Global Services, Omnichannel Execution is a critical role responsible for leading Boehringer’s Human Pharma Services’ “Global Omnichannel Execution Services” department. This individual is accountable for the high-quality delivery of the relevant services and the evolution of existing service verticals within the department, for cross-service experience sharing and coordination with other service departments, and for establishing new verticals within the scope of the department.

This job is both a complex and key role. This individual is responsible for leading a team of leaders who all carry global delivery accountabilities across areas such as content management, campaign automation, online traffic optimization, event & congress management, and contract management, as well as for some Animal Health digital commercial services. Additionally, the role needs to ensure that the Omnichannel Execution department team is a high-performing team that is always efficiently and effectively delivering state-of-the-art services in a excellent way to ensure satisfaction of all relevant stakeholders - the number of relevant stakeholders, as well as their functional and geographical distribution, is huge. Finally, financial management is an important part of this role.

**Tasks and responsibilities**:

- **Enabling disruptive innovation of services delivery**:

- the role needs to maintain the objective distance that sometimes is required to see also disruptive opportunities that might make whole delivery tasks obsolete. It is the accountability of this role to stay up to date with the latest delivery technology and in case such disruption opportunity exists, to ensure its feasibility assessment and successful implementation.
- **Coordinating across service verticals to enable solution delivery**:

- the role is accountable to coordinate single services delivery processes (also across verticals and clusters) into connected solution delivery where multiple different services need to be connected to deliver a entire solution for specific customer problems (e.g. enabling responsive, omnichannel campaign planning, execution and measurement).
- **Establishing new service verticals**:

- in case completely new service verticals within a respective area of expertise (e.g. Publication Writing within the Medical Affairs Vertical) is required, the Head role is accountable to plan and implement the required delivery teams (including hiring of the team leaders).
- **Evolving the service delivery structure**:

- as a typical management role it is within the accountability of this role to make sure that the organizational setup and structure is always fit for purpose and to enable restructuring and resizing as required.
- **Acting as the counterpart for Pillar Leads and Cluster-level Capability Management**:

- as Manager of the team leaders, who are the counterparts of the GCOs (Global Capability Owners), the Heads of a Global Service makes sure that the relevant Pillar Leads and the Cluster-level Capability Managers within the ONE TEAM Structure in Corporate are always aligned and informed of what is happening in the respective service verticals. The Heads also make sure that any ideas and suggestions are heard and assessed properly to ensure the continuous evolution of the service environment required to deliver the ONE TEAM Vision and Strategy
- **Managing the budget **of the service vertical including alignment of local and Corporate Finance
- **Manage and develop the human capital **in the team to provide excellence in performance, organizational flexibility, diversity, succession planning, coaching, change management and personal growth.

**Requirements**:

- Master’s degree in an area relevant to the service e.g. Digital Marketing, Natural Science, Life Sciences, Engineering, Operations or others (PhD and/ or MBA is a plus); or Bachelor’s degree with equivalent years of experience in Digital Marketing and Life Sciences areas.
- A minimum of seven years of proven success in service delivery management, preferably in an internal shared services or captive center setup, and particularly in Big Pharma - management experience in service delivery in an agency setup is acceptable.
- A minimum of five years of people leadership in a field relevant to the service vertical in scope (including budget accountability and financial management) - prior experience leading leaders is highly preferred.
- Experience in delivering disruptive transformation within a globally-matrixed environment.
- Proven background in continuous improvement activities and business process reengineering (Lean Six Sigma training/ certification is a plus).
- Solid management and organizational leadership skills.
- Fluent English in written, reading, speaking - due to the global nature of this role, the job will be 100% in English.
- German or additional languages would be a plus.
- Exposure to Digital Marketing execution and concepts.
- Exce

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