Team Manager - EU Quality Managed Services (Remote)

As a Team Manager - EU Quality Managed Services at Veeva Systems, your primary responsibilities will include building and leading a team of consultants focusing on quality services for both SMB and global accounts. You'll engage with clients, ensuring their Production Vaults are updated with new features, and design strategies for long-term service growth. Additionally, you'll serve as a point of quality leadership for selected accounts, bridging communication between teams and ensuring customer success.

Veeva Systems is looking for candidates with at least 2 years of experience in an operational or support leadership role and over 5 years in IT, project management, or consultancy. A deep understanding of ITIL principles and excellent communication skills in English are essential. A university degree is required, along with a legal right to work across Europe. Experience in the pharma quality space would be advantageous.

At Veeva Systems, we prioritize employee success, which includes providing ample opportunities for professional growth. As the Team Manager - EU Quality Managed Services, you’ll lead a customer-facing team, ensuring their professional development through resource planning and ongoing support. You'll also be involved in the hiring process for high-performing consultants, creating an environment that fosters advancement and skills development.

Veeva Systems embraces a flexible work environment, allowing our Team Manager - EU Quality Managed Services to work from home or in the office, catering to individual needs. Our diverse and multicultural team spans multiple countries, so you'll engage with professionals from various backgrounds while contributing to a mission-driven organization dedicated to transforming the life sciences industry.

A Team Manager - EU Quality Managed Services at Veeva Systems will work on a variety of innovative projects aimed at enhancing efficiency and compliance in life sciences organizations. This includes overseeing the successful implementation and utilization of Veeva's cloud software, assisting clients with their quality management processes, and engaging with emerging biotech customers to drive service growth and success.

In building a team for Quality Managed Services at Veeva Systems, I would focus on attracting top talent through targeted recruitment, emphasizing cultural fit with Veeva's values. I would ensure that the team receives comprehensive training and support, fostering an environment where continuous learning and collaboration are encouraged.

When faced with a customer escalation, I take a methodical approach to understand the issue fully. I engage with the customer to listen to their concerns, analyze the situation, and collaborate with my team to develop a tailored solution. My goal is to ensure the customer's satisfaction while aligning with company policy and best practices.

To drive service growth in EU quality management services, I would analyze market trends and customer needs, identify potential areas for improvement, and implement targeted strategies like enhancing existing services and introducing new offerings. Regular feedback from clients will also be crucial to ensure that our services align with their evolving requirements.

Effective communication between teams is vital for success. I advocate for regular check-ins, leveraging collaborative tools to keep everyone updated on project statuses and client needs. I also promote a culture of transparency, where team members feel comfortable sharing insights and challenges, ensuring a smoother communication flow.

Key qualities for a successful Team Manager include strong leadership skills, the ability to foster teamwork, effective communication, and a customer-centric mindset. Additionally, having a solid understanding of industry best practices and fostering a commitment to continuous improvement are essential to meet client expectations and drive team success.

In handling team conflicts, I prioritize open dialogue, encouraging team members to express their viewpoints. I facilitate discussions to identify the root causes of the disagreement and collaboratively work towards a resolution that respects everyone's perspective while aiming for consensus.

I have over 5 years of experience managing projects in the life sciences industry, focusing on delivering quality outcomes and ensuring regulatory compliance. This involved collaborating with cross-functional teams, engaging stakeholders, and ensuring that timelines and budgetary constraints were met.

Assessing team performance involves setting clear KPIs and objectives, regular one-on-one check-ins, and fostering an environment where feedback is exchanged. I would also encourage self-assessments and peer reviews, providing a well-rounded view of performance and areas for improvement.

Customer feedback is crucial in shaping our service strategy. By actively collecting and analyzing feedback, I can identify trends, areas for improvement, and opportunities for new services. This customer-centric approach ensures we are meeting client needs and driving satisfaction.

ITIL principles emphasize service management best practices that improve efficiency and customer satisfaction. In the role of Team Manager - EU Quality Managed Services, I would implement ITIL frameworks to ensure processes are streamlined and that we maintain high standards of service delivery and continuous improvement.