Aug 22, 2019
Amgen discovers, develops and delivers innovative human therapeutics. A biotechnology pioneer since 1980, Amgen was one of the first companies to realize the new sciences promise by bringing safe, effective medicines from lab, to manufacturing plant, to patient. Amgen’s mission is simple: to serve patients.
The DWX (Digital Workplace Experience) team is responsible for the design, development, delivery, and life cycle of Amgen’s End User Technology services which include user PCs and mobility devices; Printers; communication tools including Audio/Video teleconference/meeting support, Skype for Business, emails; and collaboration tools including Office 365, Sharepoint Online, Box, Yammer and Quip. The team consists of cross-disciplinary IS professionals who understand how to deliver services that span both infrastructure and applications. There is a central team who owns the services and there are regional teams who will ensure the services meet regional business needs.
This role, Sr. Manager Information Systems – Regional Services Lead, will be leading a regional team which consists a group of individuals who cover for each affiliate within JAPAC region to ensure DWX services are delivered as planned and operated at the optimal level, also as a people manager, this role will be responsible for staff development.
Key Responsibilities include:
Ensure DWX services are the enabler to support JAPAC business strategy with best possible user experiences.
Manage customer expectations and requirements by staying engaged with key stake holders
Voices for the region regarding any upgrades, changes to the services or new services to global team
Lead cross-functional initiatives, including scoping, defining, planning, implementing and documenting business opportunities. Lead region specific or global DWX projects.
Provide in depth, region specific feedback on DWX service delivery including demand forecasts, objectives, and service level support consistent with all global regions
Provide support for site expansion, site consolidation activities and coordinate with Global Service Owners to deliver on Next Generation Workplace standards
Strategize with the business all aspects of DWX services including, planning, change management, training needs, budgeting, and developing success criteria. Communicate overall Service Portfolio and its impact to sites. Get concurrence on schedules verified with site Technical Analysts for rollout.
Roadmap sharing from Global Service Owner to the Regional IS. Map regional/local technology investments, refresh plans, and retirement timelines based on key business trends and service consumption patterns.
Be the advocate for DWX services and technologies and comply with global processes whenever possible
Ensure multichannel means used to promote the adoption of the technologies to maximize users productivities
When see one size does not fit all situation, engage appropriate parties for a workable solution
Oversee the key DWX Services performance for JAPAC region to ensure best user experiences
Responsible for technology advancement within Amgen via frequent interactions, demos, and understanding of core business functions
Manage the escalated issues and hold others accountable for root cause analysis and preventative actins if applied
Responsible for interactions with Amgen’s Information Security, Identity and Access Management, Records and Information Management teams to ensure solutions are scalable, secure, and optimized to protect Amgen’s information.
Collaborate and oversee with various Managed Service Providers (MSP) to ensure not only SLA’s are being achieved for service but best possible user experiences for support
Provide local IT expertise and be a technical partner for global service delivery teams
Ticket and service level monitoring, escalation management and user communications
Interact with business leaders and constituents to develop use cases for unmet or under developed need. Provide escalation path for all client facing IT needs
Provide guidance to the team for process improvement and standardization
Support region’s budget process
10 years+ of Information Systems experiences
Bachelor’s degree and above
Good speaking and writing skills in English and local language is required.
Experiences in Biotech/Pharma is a plus
Degree in Computer Science, Information Systems, Engineering, or Life Sciences
Technical leadership and IT Service management experience
Experience with enterprise systems, validation, testing and change control
Experience with the ITIL process framework and outsourced resource support models
Pharmaceutical or biotechnology experience is preferred
Thorough understanding related to Collaboration tools, computing devices and unified communications products utilized at Amgen.
Use technical knowledge, communication skills and organization agility to manage customer expectations and coordinate various activities essential in delivering services to the regional areas.
Ability to communicate with executive staff, provide updates while maintaining composure and professionalism.
Ability to troubleshoot complex technical issues across a wide breadth of technologies.
Strong background delivering emerging technologies, mitigating risk and delivering innovation
Proven ability to collaborate with multi-functions, multi-cultural teams
Ability to translate strategic opportunities and emerging technology solutions into tangible pragmatic executable plans
Knowledge on PC/Mobility; printing services; Office 365; SharePoint Online and other Cloud Enterprise Solutions. Collaborative working with Enterprise Architecture group and implementation partners in defining solution specifications
Strong people manager
Good communication skills in articulating business needs, challenges, IS solutions etc.
Ability to learn new technologies, and be able to guide and motivate the team to deliver high quality services in a high pressure, fast paced environment
Role can be based in Hong Kong, Singapore or Shanghai
If you're seeking a career where you can truly make a difference in the lives of others, a career where you can work at the absolute forefront of biotechnology with the top minds in the field, you'll find it at Amgen.
Amgen, a biotechnology pioneer, discovers, develops and delivers innovative human therapeutics. Our medicines have helped millions of patients in the fight against cancer, kidney disease, rheumatoid arthritis and other serious illnesses.
As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other but compete intensely to win. Together, we live the Amgen values as we continue advancing science to serve patients.