Description

Boehringer Ingelheim is currently seeking a talented and innovative Head of Global End User Support Services to join our IS department located at our U.S. headquarters in Ridgefield, CT. The Head of Global End User Support Services is accountable for cost efficient and adequate IS end user support services on a global level. These services are provided to businesses, functions and external partners in compliance with Service Level Agreements (SLA's). This position is responsible for leading, further developing and optimizing the global End User support organization and assumes accountablity for right sourcing and competitiveness of all provided services. This positiion also leads the Service Development & Delivery (SDD) organization in the U.S. and actively participates as a member of the U.S. IT Management Team.  The Head of GLobal End User Support Services is accountable for all SDD services delivered for the U.S., including the U.S. SDD budget.

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies’ success.

 
We realize that our strength and competitive advantage lie with our people. We support our employees in a number of ways to foster a healthy working environment, meaningful work, diversity and inclusion, mobility, networking and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim’s high regard for our employees.

Responsibilities:




End User Support is accountable for delivering the following services to businesses, functions and external partners as described in SLA's:



          Regional IT Service desks



          Regional IMAC/R and PC support



          Business Servicedesks (e.g. CRM, SAP)



          Global order and account management



* Leverages internal and external sourcing to ensure competitive unit costs.     

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Manages the different End User Support Teams in the world. Responsible for the right-sizing of number and locations of service concerns; responsible for reliable service delivery.


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Strategic development of the global End User Support Service organization. Achieve buy-in of business partners and staff memebers.
Responsible for proper communications with business partnering, business and functions. Participate in SLA negotiations and approve SLA's.


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Responsible to maintain and inprove efficient internal collaboration between SDD teams, especially with the IS Service Operations organization to ensure service delivery at an appropriate level.


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Relationship management to businesses and functions, IS Business Partnering, Governance and PMO, Innovation Management and local IS Heads.


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Accountable for all SDD Service delivered for the US in close cooperation with global SDD L3 heads.  Active member of the US IT Management Team.         




Requirements: 




* Excellent leadership skills and customer focus. Vendor management and negotiation skills.

* Strong Knowledge of global BI IS environment, multi-year experience in customer service

* Set Direction, act in a service oriented manner, demonstrates cost-consciousness, leadership experience in a virtual environment, leadership competencies and passionate team player, innovative.

Boehringer Ingelheim is firmly committed to ensuring a safe, healthy, productive and efficient work environment for our employees, partners and customers. As part of that commitment, Boehringer Ingelheim conducts pre-employment background investigations and drug screenings. Boehringer Ingelheim is an equal opportunity employer. M/F/D/V

Requirements