Operations Manager for Integrations

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story.

We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.

At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.

Job Title : Operations Manager for Integrations

Location : Cracow, Poland

We are looking for an experienced IT Operations Manager to support our Integrations Services Team. In this role, you will be accountable to deliver and to orchestrate the operational activities of the IT Integration Services. You will coordinate and supervise internal and external 3rd party resources for the effective delivery and operational performance of these services. This also includes the planning and onboarding new operational activities and oversight of their correct execution, advising the incumbent team as needed.

The ideal candidate will have a strong background in ITIL Service Management and have worked in a similar integrations domain involving E2E Application Integration, employing a customer centric and continuous improvement mindset.

Key Responsibilities :

• Accountable for Integrations Service Continuity and ensuring high levels of service availability through appropriate monitoring and preventative actions.
• Build and maintain the Integration Services operational activities in cooperation with IT Service Owners and IT Solution Architects.
• Leads the integration of build activities for a smooth transition to support through agreed planning, documentation and Knowledge transfer sessions in collaboration with the build and project teams.
• Manage day-to day IT operations for the assigned services. This includes proper planning, supervising execution of the activities (including close collaboration with internal Galderma IT teams, and 3rd party delivery teams), managing escalations and reporting delivery progress to various stakeholders.
• Responsible for the key service delivery processes, including request, incident, problem and change management, driving efficiency, prioritization, adhering to relevant target dates, SLA's and support standards.
• Analyse the incoming application / service requests and make sure it is properly classified by application team (incl. vendor) and channel through agreed process.
• Supports Major Incident and critical situation resolution involving integrations.
• Participates actively in the definition of the new supplier agreements regarding operational activities and service levels (SLAs, SLOs). Monitor and report on these agreed service levels according to Galderma's framework.
• Contributes to the IT Integrations Service Catalogue, supporting the direction of service introduction, retirement and required end user support.
• Continuously analyze performance of the operations framework, identify recurrent issues, gaps and potentials risk and build mitigation and improvements plans to ensure high quality of service.
• Ensure compliance and maintenance of service documentation, Configuration Management Database (CMDB), activity records (via ServiceNow) and related, ensuring availability of this information according to the internal Galderma's processes.
• Effectively communication and coordinate inter-IT team integration demands, ensuring collaboration and activity delivery across teams (Service Desk, Domain teams, IT Infrastructure and 3rd party teams).

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What we offer in return :

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Our people make a difference

At Galderma, you'll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.