Job title: IT Service Manager
- Location: Barcelona, Spain.
- Hybrid 40% remote
Opella is the self-care challenger with the purest and third-largest portfolio in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally.
Our mission: to bring health in people’s hands by making self-care as simple as it should be for over half a billion consumers worldwide.
At the core of this mission is our 100+ loved brands, our 11,000-strong global team, our 13 best-in-class manufacturing sites and four specialized science and innovation development centers.
Headquartered in France, Opella is the proud maker of many of the world’s most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale and Mucosolvan.
B Corp certified in multiple markets, we are active players in the journey towards healthier people and planet.
Find out more about our mission to bring health in your hands at
www.opella.com.
About Us
At Opella, we’re committed to providing the Next-Gen Healthcare that patients and customers need. Next-Gen Healthcare is about harnessing data insights and leveraging AI responsibly to search deeper and solve sooner than ever before. As a IT SERVICE MANAGER, you will working in our Manufacturing and Supply Team (M&S) and will be the main point of contact between the M&S digital organization and the provider(s). You will be following processes such as: Incident Management (Service Desk, L1, L2, L3), Problem Management, Change Management, Configuration Management (CMDB), Application Portfolio Management (APM), Service Level Management and Knowledge Management.
Our Team
Our team is engaged in designing, delivering and supporting Digital Tech Services for all Opella worldwide. We deliver our solutions in a highly competitive market answering FMCH needs and sometimes supporting regulated environments (GxP, SoX and other regional or local regulations). Our team operates in an international context, serving all markets in most of the countries around the world.
At Opella, we build trusted and loved brands that connect with hundreds of millions of consumers worldwide. Our mission is to enable better self-care for individuals and communities, while also contributing to a healthier planet. We strive to act as a force for good by integrating sustainability along our business and employees’ mission and operate responsibly from both a social and environmental point of view. To achieve this, we need people who can shape the future of our business and help us on our journey to becoming the best fast-moving consumer healthcare company in and for the world.
Main responsibilities:
- Ensuring full continuity of the support processes end to end.
- Managing escalations for critical incidents involving critical apps, for example “P1”, ensuring coordination, facilitation, and stakeholders communication.
- Applying end-to-end problem-solving methodologies and ensure root causes are properly removed.
- Educating and training internal teams on problem-solving methodologies and develop a culture of continuous improvement mindset.
- Ensuring data entry and reliability in CMDB and APM (currently in ServiceNow) and report on it to Digital owners.
- Reporting monthly on Operations effectiveness through approved KPIs, focusing on Digital and Manufacturing & Supply teams.
- Establishing partnerships with Managed Services provider teams, Service Desk, On-site support, and Infrastructure Managed Services
About you
Requirements:
- Demonstrate expertise in ITIL v4 Frameworks such as Support Model, Service Management, CMDB and/or APM.
- Have advanced knowledge of ServiceNow Platform understanding ServiceNow's capabilities, usage and ways of working
- Have a good understanding of infrastructure and application technologies
- Be familiar or have an interest in Cloud Platforms such as AWS, Google Cloud or Azure
- Be familiar with DevOps and Site Reliability Engineering concepts knowledge & multi-year experience of Operations services (e.g. IMS, AMS, Service Desk, ITIL stack, …)
- Demonstrate willingness to learn new technologies and skills with a continuous improvement mindset
- Work within an agile environment
- Be fluent in English
Areas of Learn New Skills and Knowledge:
- As part of this position, you'll have an opportunity to gain knowledge:
- In Manufacturing systems such as MES and Supply Systems Kinaxix
- Lean Methodologies such as Six Sigma, A3, 8D, and 5W2H
Why us?
At Opella, you will enjoy doing challenging, purposeful work, empowered to develop consumer brands with passion and creativity. This is your chance to grow new skills and be part of a bold, collaborative, and inclusive culture where people can thrive and be at their best every day.
We Are Challengers.
We are dedicated to making self-care as simple as it should be. That starts with our culture. We are challengers by nature, and this is how we do things:
All In Together: We keep each other honest and have each other's backs.
Courageous: We break boundaries and take thoughtful risks with creativity.
Outcome-Obsessed: We are personally accountable, driving sustainable impact and results with integrity.
Radically Simple: We strive to make things simple for us and simple for consumers, as it should be.
Join us on our mission. Health. In your hands.
www.opella.com/en/careers
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