Web Services Operational Project Manager

**Omega CRM Consulting is looking for a Web Services Operational Project Manager**that would like to collaborate with one of the top global pharmaceutical companies.**:
Human Pharma Services (HPS) delivers a centralized global model that supports internal marketing teams with end-to-end services—from creative content to digital operations—so they can focus on customer engagement. The HPS Web Factory, partners with a scalable offshore team of Production Partners to build and manage websites using Boehringer Ingelheim’s Global Web Solution (GWS), a standardized Drupal-based platform that ensures consistency and efficiency across markets.

As an Operational Project Manager, you will support the Web Factory Service Owner in driving diverse initiatives that enhance and streamline end-to-end web delivery processes.

**Key Responsibilities**:

- Collaborating with cross-functional stakeholders across multiple regions to gather feedback, provide updates, solve challenges creatively, and promote continuous improvement
- Monitoring and optimizing service quality and cost-effectiveness delivered by Production Partners
- Ensuring adherence to and driving improvements in Service Operations Tools (Jira and ServiceNow)
- Leading the implementation of a new one-stop-shop help desk in close collaboration with IT, Production Partners, and the platform vendor, while being accountable for ensuring service desk SLA and satisfaction metrics are met through proactive coordination with all relevant stakeholders.
- Planning and operationalizing pilot programs for new services, including demand analysis, requirement definition, and performance metrics
- Supporting the execution of the platform migration roadmap, including site grouping, feature categorization, and maintaining a clean site inventory
- Producing in-depth reports on incidents and service requests to support continuous improvement
- Collaborating with the product team to define process-related requirements
- Supporting the creation of technical training content for Production Partners in coordination with the platform vendor

**Skills / Experience**
- Academic background in Project Management, Marketing, IT, or a related field
- Minimum 5 years of experience in web projects and familiarity with website production processes
- Strong understanding of web infrastructure and lifecycle management
- Experience working in Drupal environments
- Proficiency with service operation tools, particularly Jira and ServiceNow
- A motivated, detail-oriented individual eager to learn and contribute to business value
- Ability to collaborate effectively with IT and cross-functional teams
- Analytical mindset with a focus on governance, performance, and service quality
- Fluent in English and comfortable working in an international environment
- Strong organizational skills and ability to work independently and remotely
- Team-oriented mindset
- Interest in the pharmaceutical industry is a plus
- Excellent communication and presentation skills

**What do We offer**
- Permanent contract.
- Flexible Schedule. We make it easy. Balance your professional and personal life.
- Trainings & Certifications. Improve your skills and get the official certificate from our main partners.
- Home Office.
- Flexible retribution (public transport ticket, Ticket restaurant,).
- Health insurance.
- OMEGA in action. Our commitment to a better society is not just an intention.

**About us**

Omega CRM, a Merkle Company, is a global digital company specialising in accelerating the Business Experience (BX) of our clients through customer-centric solutions, technology, and data - all enhanced by AI.
Together with Merkle, we form the largest Customer Experience Management (CXM) agency in Spain, and as part of the dentsu group, we offer end-to-end solutions that integrate media, creativity, content, technology, and strategy to deliver real business impact.
With over 23 years of experience, a team of 580+ professionals from 24 nationalities, and 2,500+ certifications, Omega CRM is a recognised leader in the Salesforce ecosystem in Spain.
We operate across key industries including Retail, Healthcare, Pharma, Real Estate, Education, and Non-Profit, delivering omnichannel experiences in Customer Service, eCommerce, Marketing, and Analytics.
Client satisfaction is at our core (rating: 4.9/5), and we’ve been recognised with awards such as Salesforce Partner of the Year FY23 and Most Innovative Project (Iberia).
At Omega CRM, we believe in growth through people - guided by our values: #Talent, #Flexibility, #Commitment, and #Innovation. We grow #Together.