Head: Business Applications Services

JOB PURPOSE:

The Head of Business Applications Services is a tactical and operational role that is responsible for leading and managing the Business Applications services function to ensure alignment with organizational goals. This role is an Operational and Tactical Role and responsible for managing the implementation and optimization of application solutions, ensuring regulatory compliance, and delivering high-quality solutions and services aligned with the GDT strategy. Business value is extracted and reported on by providing leadership, effective budget management, and maintaining strong customer relationships. Additionally, the Head of Business Application Services will drive Service innovation within Business Applications, optimize resource utilization, and ensure alignment with industry best .

EDUCATION & EXPERIENCE 

• Bachelor’s degree in information technology, computer science, engineering, or related field is mandatory 

• Master’s degree or relevant certifications (e.g., PMP, ITIL) preferred. 

• ITIL Intermediate Level mandatory, Expert Level preferred.  

• Professional certifications in relevant areas such as Digital Technology service management, project management (e.g., PMP), or specific technologies (e.g., Veeva, ServiceNow) are advantageous. 

• Registration or membership in professional organizations related to Digital Technology leadership and management is beneficial. 

• Minimum of 10-15 years of experience in a managerial Digital Technology shared service role. 

• Demonstrated experience in leading and managing Digital Technology teams and projects, preferably within a pharmaceutical, manufacturing or healthcare setting. 

• Proven experience in managing business applications services, with a strong focus on regulatory compliance and quality. 

• Demonstrated track record of being a business-driven leader with the ability to align Digital Technology services with business objectives. 

• Extensive experience in budget management and financial planning related to Digital Technology services and applications. 

• Deep understanding of industry regulations and standards, with a track record of ensuring compliance in business applications. 

• Proven skills in building and maintaining strong customer relationships, with a focus on delivering value and satisfaction. 

• Demonstrated ability to lead and mentor teams, drive different initiatives, and align technology services with business goals. 

• A strong understanding with proven experience in CSV is mandatory.  

Strategy and Execution  

• Execute on the GDT strategic direction and provide further guidance in aligning Business Applications services delivery activities with the overall objectives of the Aspen Group & company. 

• Identify and implement improvements in application processes and workflows to enhance efficiency and effectiveness. 

• Ensure that all business applications and associated processes comply with industry regulations and standards. 

• Adopt and implement robust quality assurance practices to deliver high-quality application solutions in alignment with GDT strategy. 

• Oversee the budgeting process for business applications, including financial planning, cost control, and resource allocation. 

• Align Business Applications Services with customer needs and expectations, ensuring high levels of satisfaction and engagement. 

• Leverage innovations to enhance business applications and improve operational performance. 

• Work closely with other departments and stakeholders to ensure that application services are integrated with broader business strategies. Facilitate collaboration and communication to achieve common goals. 

Service Delivery Management  

• Implement, and monitor service level agreements (SLAs) & Operating Service Agreements (OLAs) for business applications  services, ensuring adherence to agreed-upon standards and performance metrics. 

• Manage day-to-day operations of business applications services, including performance monitoring, change requests, issue resolution, and system reliability. 

• Oversee incident and problem management, ensuring timely resolution and root cause analysis to prevent recurrence. 

• Continuously assess and improve service delivery processes, implementing best practices to enhance quality and efficiency based on customer feedback. 

• Focus on delivering a positive customer experience by meeting the needs and expectations of end-users, and gathering feedback for improvements. 

• Manage resources required for service delivery, including personnel, tools, and technology, optimizing allocation for effective service provision. 

• Track and report on key performance indicators (KPIs) related to service delivery, using data to identify areas for improvement and drive enhancements. 

• Oversee relationships with external service providers and vendors, ensuring alignment with organizational standards and project and services SLAs. 

• Plan and manage capacity to ensure business applications services are scalable and capable of meeting future demands and changing business requirements. 

 Customer Centricity 

• Develop business applications services that enhance customer experience and satisfaction, and address customer pain points effectively. 

• In joint effort with TESS Customer Engagement function, regularly engage with customers to gather feedback, understand their needs, and identify pain points. Use this information to inform the development and enhancement of application services. 

• Implement application services that are tailored to meet specific customer requirements. Ensure that applications are adaptable and flexible to accommodate diverse customer needs and preferences. 

• Focus on delivering a seamless and positive customer experience throughout the application lifecycle. Implement user-friendly interfaces, efficient processes, and responsive support to enhance overall satisfaction. 

• In collaboration with TESS Customer Engagement function, establish mechanisms for collecting and analyzing customer feedback on application performance. Use insights from this feedback to drive continuous improvement and address any issues or concerns promptly. 

• Maintain proactive communication with customers to keep them informed about application updates, new features, and upcoming changes. Anticipate and address potential challenges before they impact the customer experience. 

 Commercial Drive  

• Ensure that business applications services are aligned with the company's commercial goals and objectives.  

• Understand customer demands and services trends to drive application services that supports revenue generation and business growth. 

• Identify opportunities for applications to enhance revenue streams. 

• Provide input and support into opportunities for application innovation and differentiation. 

• Manage application development and maintenance costs effectively. 

• Maintain relationships with vendors, technology providers, and other stakeholders to enhance the commercial value of business applications. 

• Perform financial and business value analysis to assess the business case of Business Applications and assist business units with their submission to GDT portfolio and demand management. 

• Drive innovation in application services to differentiate the organization from competitors. 

• Put favorable and flexible commercial and quality-focused delivery service contracts in place in collaboration with the Group Strategic Sourcing department. 

 Application Lifecycle Management  

• Manage the lifecycle of Digital Technology applications aligned with Aspen Strategy, from requirements analysis and development to deployment and maintenance. 

• Manage and monitor key performance indicators and metrics to evaluate the effectiveness and efficiency of application adoption initiatives. 

Disaster Recovery and Business Continuity 

• Create and maintain comprehensive disaster recovery and business continuity plans for TESS customers  to ensure rapid response to disruptions. 

• Conduct regular risk assessments to identify potential threats and vulnerabilities for all Business Applications and related services provided by TESS. 

• Implement and coordinate regular testing and simulation exercises to ensure preparedness and identify improvement areas. 

• Ensure effective implementation and communication of recovery plans, including roles and responsibilities. 

• Allocate necessary resources to support disaster recovery for all TESS business applications services and business continuity efforts. 

• Ensure compliance with relevant regulations, industry standards, and organizational policies. 

 Financial Management  

• Create and manage the budget for business applications, ensuring alignment with organizational goals. Monitor expenditures to ensure they remain within budgetary constraints and make adjustments as needed. 

• Identify opportunities to reduce costs without compromising quality or service levels. Implement cost-saving measures and optimize resource allocation to enhance efficiency. 

• Develop financial plans and forecasts to support strategic initiatives and anticipate future needs. 

 People Management  

• Offer leadership and direction to the team, promoting accountability and teamwork. 

• Recognise training gaps and devise skill improvement initiatives to nurture a top-tier team. 

• Perform performance assessments and deliver constructive feedback to facilitate professional development. 

• Provide guidance to team members regarding technical designs, services management and integration points. 

SKILLS AND ATTRIBUTES 

• Deep knowledge and hands-on experience with various Business Application solutions (e.g., Veeva, ServiceNow, etc.). 

• Advanced skills in technical designs for at least 2 or more platforms.  

• Understanding of development tools and techniques 

• Expertise in managing and optimizing Business Applications Services 

• Deep understanding of Applications security controls 

• Strong knowledge in producing executive’s summary for the overall services. 

• Familiarity with current trends in business applications and technology innovations. 

• In-depth knowledge of business applications, regulatory compliance, and quality assurance processes. 

• Proficiency in budget management, financial planning, and resource allocation 

• Strong leadership skills with the ability to drive strategic initiatives and manage cross-functional teams. 

• Excellent customer relationship management skills, with a focus on understanding and addressing customer needs. 

• Effective presentation, communication and interpersonal skills, with the ability to collaborate with stakeholders at all levels.