Santen is a specialized life sciences company with a proud 130-year heritage focused exclusively on ophthalmology. As a Japan-originated, global company with our footprint in over 60 countries, we are dedicated to delivering innovative treatments and digital solutions for eye health and addressing vision-related social issues for people around the world. 

Job's Mission

• ​​​​Contribute to Santen’s vision, values and success by ensuring Global Service Operations service quality, availability, efficiency and coverage, as part of Digital & Information Technology division.
• Support ramp-up and transition to a global service organization by driving the definition, implementation, rollout and operations of GSO services scope for Service Desk, Application Management and Digital Workplace (End-User-Equipment). Define the Santen standards, processes and governance models with global perspective, considering regional specifics and Santen requirements.
• Manage and align GSO services with Santen stakeholders, DIT leadership team, regional service operations and DIT teams and Santen application management, service and operations partners.

• Contribute to and drive the implementation of overall Global Service Operations to support Santen’s global outreach and business goals, based on Santen values, and as outlined here:
• Liaise with global and regional stakeholders (business functions and DIT teams) to understand Santen strategy, requirements and architecture to design the appropriate GSO services
• Collaborate with Santen regional Service Operations teams, integrated teams and Santen partners on scope (including regional or local specifics), implementation, rollout, operation and governance of services
• Define and implement required standardized services (Service Desk, Application Management Services, Digital Workplace sourcing, provisioning, updates and support)
• Support implementation of Governance structures to effectively and efficiently align on Global Applications Management Services and Change processes, approvals and implementation, while supporting Santen strategy, solution standardization and agility requirements
• Define and implement adequate Service and Support / Application Management levels based on the importance and relevance of the respective Santen applications
• Define and implement efficient KPIs and SLAs to achieve the desired service standards, quality, efficiency and end user experience & satisfaction
• Identify and establish relationships with adequate service partners to define, implement and run services in scope
• Collaborate with Santen Infrastructure, Enterprise Architecture, Security teams and partners to implement efficient solutions for GSO services and End User self-services
• Initiate and execute projects on GSO services implementation, improvement or transition
• Support and run commercial (RfP & contract initiation, procurement, invoice and cost management) and governance processes (KPI/SLA definition and reporting, supporting Santen reporting requirements)
• Support and drive escalation processes jointly with Santen management, regional or service partners to deescalate and reestablish service and quality in due time
• Definition and implementation of collaboration standards (e.g. knowledge base), to facilitate collaboration, documentation and governance processes (process and service descriptions, KPI/SLA reporting, governance processes, project documentation, technical and integration documentation)

• Bachelor's degree in Business, Computer Sciences, Engineering, or related field
• ITIL Certificate is a big plus
• Minimum of 5 years experiences in IT Service Management,
• including experiences in service operations or infrastructure related activities
• International experience of working with remote and multi-cultural colleagues
• Service Management and Operations experience with strong customer focus, related to Service Desk, Digital Workplace or Application Management related services
• IT Technology or IT Infrastructure experience related to End-User services and applications
• English Fluent in oral and written
   

Grow your career at Santen

A career at Santen is an opportunity to make a difference. Through our long-term vision outlined in Santen 2030, we are committed to be a Social Innovator - addressing the social and economic needs of people with visual impairments. We have team members around the world using their diverse talents to unlock new modalities and drive innovations for patient outcomes, education and treatment. At Santen, we believe in empowering all our team members with flexible ways of working and a highly inclusive work environment.

The Santen Group is an Equal Opportunity Employer.  We are committed to building diverse teams and ensuring a safe and inclusive physical and virtual workplace for every one of our team members. All employment decisions are based on business needs, role requirements and individual qualifications regardless of race, color, ethnicity, national origin/ancestry, religion, sexual orientation, gender, gender identity/ expression, age, disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

If you require any kind of accommodation during our recruitment process, please let the recruiter from our team know.