Amgen is seeking a UK Technical and End User Services Lead to join Global Business Solutions (GBS), who will interact with Amgen’s users in the UK, functional areas, managed service partners supporting Amgen tool sets. The Technical Lead will be responsible for technical oversight of technologies that support the UK business. The successful candidate will manage customer expectations, perform the hands-on technical content development work on their own and deliver readiness training and speaking at employee training events and be an Amgen evangelist/champion that works with functional areas and provides “fit-for-purpose” technology solutions.
The Technical and End User Services Lead will report to the GBS Regional Service Delegate (Europe) and be based out of Amgen’s UK offices - Cambridge or Uxbridge.
At Amgen, our mission is simple: to serve patients. Part of Global Business Solutions (GBS), Workplace Services team is responsible for the design, development, delivery, and life cycle of Amgen’s communications, collaboration, and compute technologies. The team consists of cross-disciplinary IS professionals who understand how to deliver services that span both infrastructure and applications.
Key Activities for the Technical and End User Services Lead include:
Responsible for technology advancement within Amgen via frequent interactions, demos, and understanding of core business functions
Be responsible for End User Services (EUS) in the UK, providing escalation management for issues, ensuring these are dealt with according to GBS governance model
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.
Responsible for User Experience of end user technology in the UK, ensuring local requirements are articulated to global delivery teams, be involved in testing and rollout of services.
Collaborate with run Managed Service Provider to ensure SLA’s are being achieved for services.
Responsible for coordinating Major Incident Management activities for issues impacting EUS services in UK.
Responsible for management of Local Country Agreements specific to the UK (telephony, mobile), identify needs, opportunities for savings, etc.
Engage the business to understand their business requirements and current processes, and helping find ways to improve processes using Services within the Workplace Services portfolio.
Constantly assess new technology capabilities as they present themselves in the market.
Responsible for local IS procurement, ensuring global technology standards are adhered to.
Working closely with Operations/Run team to troubleshoot problems, assist in deployment activities
Ideally degree educated with excellent Information Systems experience
Strong background delivering emerging technologies, mitigating risk and delivering innovation
Proven ability to move products from Demo and Proof of Concept to Pilot and Production quickly
Ability to translate strategic opportunities and emerging technology solutions into tangible pragmatic executable plans
Hands on experience with Office 365, SharePoint Online and other Cloud Enterprise Solutions Collaborative working with Enterprise Architecture group and implementation partners in defining solution specifications
Strong time and task management skills to estimate and successfully meet project timeline with ability to bring consistency and quality assurance across various projects
Good communication skills in explaining the collaboration features to end users and assisting end users with utilizing SharePoint features and functions
Ability to learn new technologies, and be able to work and deliver high quality in a high pressure, fast paced environment
Excellent documentation and writing skills to ensure compliance with policy
Able to work independently and provide recommendations on strategies for meeting client needs within the portal, collaboration, and enterprise social domains and bring creative problem solving and issue resolution skills
Travel: Domestic and/or International travel up to 25% may be essential
Location: Uxbridge or Cambridge
Competitive salary & comprehensive benefits package including bonus scheme
Amgen is one of the world’s largest independent biotechnology companies, with global revenue in excess of $20 billion and over 20,000 employees globally. For more than 35 years, Amgen has pioneered biotechnology breakthroughs, to bring state-of-the-art medicines from laboratory to the patient. Amgen has not only discovered and developed innovative human therapeutics, but has invested in cutting edge manufacturing capability and support services to deliver these exciting therapies to medical teams around the world.