Manager, Service Support

Date: Jul 6, 2019

Location: Weston, FL, US, 33326

Company: Apotex


Apotex is a proudly Canadian, global pharmaceutical company that produces high-quality, affordable medicines (both generic and innovative pharmaceuticals) for patients around the world. We are the 7th largest generic pharmaceutical company globally with more than 12,000 employees and estimated sales of approximately $3 billion. Our fully integrated operation is comprised of four lines of business: Global Generics; Apobiologix; Global Active Pharmaceutical Ingredients (API); and ApoPharma (Innovative Products). With our worldwide manufacturing sites, Apotex can produce up to 24 billion dosages per year. We produce 300 medicines in 4,000 dosages and formats that are exported to 115 countries. Apotex will spend $2 billion over the next 10 years on research and development.

Job Summary

This position involves responsibility for the reviewing, analyzing and developing of a variety of operating procedures and for managing the resources responsible for providing information technology support services. The work is carried out in accordance with established policies and procedures and involves analyzing existing information technology issues and assigning appropriate resources to resolve.  This position will further be responsible for financial reporting, consolidation of information for monthly financial reports, account reconciliation, budget / actuals analysis, annual budget preparation and fiscal year end closure and financial analysis supporting managers within US and LATAM IT departments.

Job Responsibilities

  • Reviewing existing information technology issues and assigning appropriate staff to resolve;
  • Is accountable for the Incident Management Process including: Customer satisfaction, Driving of efficiency and monitoring effectiveness, Continuous process improvement activities, Development of incident management technology systems, Producing management information and metrics, Ensuring that GIS Consultants implement and follow the process correctly;
  • Managing desktop and laptop computer inventory, and software licensing agreements;
  • Responsible for asset life cycle management; including procurement, contract management, audit and compliance, maintenance and dynamic inventory management
  • Works with and meets cost centre owners on a monthly basis to assist in the monitoring of monthly financial performance, YTD budgets, monthly reforecasting projections to year end;
  • Analyzes department major cost points; identification of anomalies, researching explanations, and/or resolving with Finance;
  • Participates and supports staff in the annual expense and headcount budget preparation process; works with Apotex Finance, HR, and GIS Management teams to help ensure that the budgets are accurate and free from misstatement by providing reports and templates;
  • Works with Directors, Managers, and Procurement, in regards to all year end tasks and activities for fiscal year end closure, Affiliate chargebacks, and Project budget carry overs;
  • Improves financial processes by streamlining ongoing reporting requirements while maintaining productivity, accurate, and timely reportin;
  • Liaises and works with Apotex Finance on behalf of GIS during the monthly, quarterly, and annual close process to ensure accuracy;
  • Develop and establish strong relationships with the Business as well as Global Technology Infrastructure, Applications and Service Support and Governance teams
  • Performs all work in accordance with all established regulatory and compliance and safety requirements
  • Participate and lead performance conversations with employees, including monthly one on ones, to connect on performance; check in on employee’s progress toward achieving Objectives, offer support and remove barriers; and, communicate and revisit performance expectations to reinforce and encourage high performance culture and a safe working environment for all employees
  • Utilize open, honest, two way communication to build trust-based relationships with employees, business partners and direct leader while continuously improving leadership capabilities by personally seeking feedback and development
  • Create a culture which values trust and provides the opportunity for Employee development and growth in pursuit of our purpose and demonstrating our core Values – Collaboration, Courage, Perseverance and Passion

Job Requirements

  • Education
    • University degree in Information Technology, Computer Science or equivalent
  • Knowledge, Skills and Abilities
    • Ability to motivate, empower and develop a multi-disciplinary team
    • Ability to define problems, collect data, establish facts, and draw valid conclusions
    • Excellent written and verbal communication skills
    • Strong presentation, negotiation and influencing skills
    • Excellent analytical and problem solving skills, including the ability to deal with situations where information is difficult to obtain, complex, or ambiguous
    • Ability to analyze complex problems, interpret operational needs, and develop integrated, creative solutions
    • Excellent organizational and teamwork skills
    • Ability to multi-task with a high degree of focus and ability to work to tight timelines
    • High level of initiative and self-direction
    • Demonstrated leadership and commitment to continuous professional learning
    • Solid business acumen required in terms of budget/P&L management
  • Experience
    • 5 + years’ Experience in customer service related roles;
    • 3-5 years’ Experience Managing/supervising a customer service/Technical Help Desk;
    • Prior experience in the pharmaceutical industry is an asset

At Apotex, we are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported.

Apotex offers accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview or testing, please advise us if you require an accommodation.

Nearest Major Market: Fort Lauderdale
Nearest Secondary Market: Miami

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